Total cowboy outfit. Took Audi in for clutch, they said car wouldn't start? Said they had Audi technician involved. When I went unannounced and saw the technician he said it was only him and one other and never was an 'Audi technician' involved. They bypassed ECU with budged wiring which affected power steering (intermittent) and the mileometer jumped to 153k miles! When I challenged this, the woman (who's name escapes me) said, andI quote; 'the car came to us like that sir, we only changed the clutch". I demanded the car be sorted back to when it arrived to which she flatly refused and said if I didn't pay the invoice the car would be impounded and legal action taken. Please, whatever you do, read the reviews - They are a shambles.

Absolute bunch of cowboys. Once they have your money they don’t care and my god trying to get hold of them is a nightmare. Can’t just call and get a human you get the same voice message on every number you find and then it just rings and rings. I’ve emailed and still nothing. All I want is my £100 they owe me!!

We bought a Range Rover Evoque from Imperial Cars Chertsey in November 2019 and it was the worst decision we have ever made. After only a couple of weeks we noticed a problem with the car, took it in for repair under warranty (after the third attempt of taking it in, didn’t have the correct parts in etc). I was told for the inconvenience we would have the car valeted and a full tank of petrol put in. This was not done. The next day after getting it back, the brakes failed while I was driving on a busy high street, leaving me with no way of stopping the car. The brake calliper had fallen off from the side of the car they had been working on. I was so shaken and they did not take this seriously, it was impossible to speak to anyone, and they took days to respond. No one ever calls you back. The RAC came and confirmed that it was bad repair work. We had to give them one opportunity to to repair (we were not happy). Got the car back after being told the brakes were replaced, and 2 and a half months later, the brakes failed again. The repair that had been done was done incorrectly and the brake hose had been wrapped around the shock mount causing it to split, again leaving the car with no brakes and due to their bad repair work. We have now rejected the car - this has taken weeks, we have lost out on thousands of pounds and this company are still holding my deposit!!! My partner called last week and was told that Joseph from the customer care team would call him back the next day - we are still waiting. Honest warning to anyone, go to a proper dealership who know what they are doing. You get nowhere with Imperial. We have been left out of pocket for their mistakes and poor workmanship. Absolutely disgusting and will be reporting them to trading standards and the FCA

Appalling aftercare service. Car booked in for MOT. They had no knowledge of booking although they contacted us to change time. Booked in for Service. Same thing. Informed me that a seal needs replacing in gearbox. Would take a couple of hours. Car booked in again. Apparently a seal change takes 5 days because that is how long they had my car! No communication. I had to contact them every day to see what was happening. No apologies. They are an absolute shambles.

Awful!! Avoid like the plague!! Purchased a vehicle with them in Sep 2017, reported an issue within 3 days and 28 months later it's still not fixed and will only offer 40% of purchase value. They are now point blank refusing to fix the issue. 14 months it took them to agree to fix the issue even though I had purchased a rather expensive warranty. Useless at calling back and useless at knowing peoples rights under the trades description act. Please dont fall for these fraudsters, I have a paperwork trail which I'm happy to show anyone who dosnt want to believe this level of poor service I recieved. DO NOT BUY A CAR FROM THESE PEOPLE!

I had an awful experience again with this garage. This is the second and last time we’ll use them. After wasting too much energy, I’ll simply leave the email I sent to head office here. They never responded to my call or emails much like the garage when I was trying to track down my car. “ Hi there. I am just following up on the below to let you know what an absolutely awful experience we had with Imperial in Chertsey. I would actively discourage any acquaintances from using this branch. We have had similar poor experiences with this branch, however this occasion warrants an official complaint which I hope you will address. We were lied to again and again by the mechanic and the Manager emailed in the thread below. About work that needed to be done, work that had been completed (it hadn’t), whether a service and MOT had been completed or not (it hadn’t) and about contact that hadn’t been made with us (we couldn’t get hold of anyone for over 48 hours and should have had our car back). I have no faith that the service was completed. Just a couple weeks after the service, my car flagged that I had no engine coolant. I note that this should have been checked and topped up as part of the booked service. I am confident the car was not at all serviced or a sufficient MOT. I have taken the car to a local garage today and they have confirmed this has not been serviced. Your head office team also couldn’t get hold of the garage. I called tens of times. When I finally did get through, they couldn’t find the keys or the car! Both times the car went in (as it wasn’t serviced the first time after all that!), the promised courtesy car wasn’t delivered. When my partner picked up the car, there were several other customers enraged by the service, lack of communication and ever changing prices/recommendations on work. I am now with a car that still has the EML light on. I have an MOT and Service stamp which isn’t worth the paper it’s on. I will not be returning to Chertsey Imperial again. I feel very passionately about this. I will wait to hear from you before we leave you with our thoughts on official review platforms. If you wish to discuss this shambolic experience, I am happy to share my feedback with you in an honest and objective way. As a local, I sincerely hope you can take measures to improve this to avoid other customers having to go through a similar experience. Regards, Jade Evans”

Avoid Imperial Car Supermarkets in Chertsey at all costs. having read several good reviews on Autotrader prior to my first visit to Imperial cars in Chertsey. I felt confident in making a purchase on a car which was almost to good to be true cost wise- bargain! however being told incorrect information on car tax and also not having a spare car key came as a shock especially after contacting BMW who told me a new key would cost £278+ VAT! damage to paintwork near rear light was caused when changing the bulb whilst I was on site and waited. I was very disappointed when pointing out their careless work for them to say 'sorry!' but not offer to put right or touch up. They are sold with RAC approved status and I believed that the checks carried out would be by an RAC representative but this isn't the case. It is done in their own service centre at Imperial Cars. later to find out during some fault finding which is why I returned the car that the brake discs were dangerously below the recommended limit. How this passed such a vigorous inspection fails me! Their 122 point check etc etc. Well they let me drive away with bad brake discs. I ended up having to return my car due to a fault and then had a two week battle to get my money back under my consumer rights. I would avoid at all costs, they don't have good customer service and it took me 3 hrs for my car handover. Very pushy sales stuff that put pressure on me to buy the car there and then and collect ASAP which I didn't appreciate either.

We happened to be in the area (60 miles from home) so we popped in to have a look at purchasing a new car. The sales team were really helpful and friendly, and we loved the car and the price, so we put a £200 deposit on the car. And that’s where the customer service nose dived. What followed was a cataloge if miss information. When we asked for a call back from a manager we were subjected to a torrade of abuse which culminated in the manager hanging up. We have now pulled out of buying the car, which has meant we won’t be refunded the £200 deposit, but at least we won’t have to deal with Imperial Chertsey again!