I have bought the above-mentioned used car from Steven Eagell Toyota in Romford Gallows Corner, A127 Southend Arterial Road, Romford, Essex, RM3 0DZ on the 2nd of November 2022 and I have collected the vehicle on the 9th of November 2022. I have discovered some problems in the vehicle just after few days of driving it, I couldn’t start the car plus the Gear Box was very hard to move it was stuck and the right mirror was broken and the second key was not working. I have got three children just under 6 years old and I am very concern about their safety if I used the car to drop them to school, which was the main reason that I bought the vehicle, so that I can drop and pick the kids from school. Since the vehicle started giving me problem just after few days from buying it, I have contacted the Dealer in Romford (the above mentioned) on Friday the 10th of November 2022 in order to return the vehicle and get my full refund as I have paid it in full, they informed us to bring the car on Saturday and get our refund, but when we went on Saturday as promised they refused to take the vehicle and give us our money back I demanded to speak to the manager, a guy called Issa said that he is the manager which we discovered later on that he was just one of the sale person NOT the manager, they were lying to us and the way they treated us was very appalling. We told him that under the consumer Rights ACT 2015 I have the right to reject the car if it is of unsatisfactory quality, unfit for purpose and I should get my full refund, specially it is just under 14 days not even 30 days. I could have got another car as I know that Toyota is very reliable cars and the customer service in general is very good a lot of my friends advised me to get Toyota BUT after my experience with the sales people in Toyota Romford, I have no trust in them anymore and the way they treated me was very bad therefore I do Not feel comfortable buying Toyota from them at all and I do need my full refund. I would like to thank you Mr Steven for taking the time and I hope that you resolve this matter. I need my money back

If you use your vehicle for Business, please do not use Toyota Romford. I am a local taxi driver and my vehicle has exceeded the 100000 mile warranty, although it is only five years old and I have used them to service my vehicle at 10000 mile periods. During the warranty period I never had any issues, then as soon as the warranty expired, I first had a problem back in March. Initially they advised me that there was an issue, although I can't recall what and it would cost me £1023. I need it for work so I advised them to proceed. I went to collect the vehicle about 10 days later and I was advised that the cost was £1400+ but they had managed to reduce it £1200+, and I said that they can only have the £1023 that I was initially quoted. I then drove approximately 6 miles and the dashboard lit up again. The vehicle went back and they had it for 10 days, advising me that it could be the ECU so I was incorrectly diagnossed, it could be this, it could be that, but they will do it all at no extra cost. I picked the vehicle up and the next morning the dashboard lit up again. Romford arranged for two of their tecnicians (haha) to come round and they advised me that the vehicle needed further investigation. after about another 10 days I was advised that they needed to get someone in to blow coloured smoke into a pipe in the engine as they believed that I had a leak, I had to wait another week. Eventually I was advised that there was a split pipe and the vehicle was ready. No refund for the original diagnosis was given, so it turned out to be a very expensive pipe. Last Thursday the vehicle lost power and I had to get it delivered to Toyota Romford on the back of a recovery truck. On Thursday they advised me that I needed to pay them £72 for diagnostics. After chasing them Friday they then said that I needed to authorise £271 for an engine strip down for further diagnosis, I told them to go ahead. I heard nothing on Monday or Tuesday and on Wednesday I had a call to say that they needed authorisation to remove the engine at a cost of £2100, which I did not authorise. When I asked what the issue was they advised that I could require two new timing chains at a cost of £2500 but I could need new injectors as well, which would increase the bill to £4800 which the car is not worth. As far as I am aware they did not undertake a timing light test to confirm that my chains were worn and I have had no misfiring. When I mentioned that I may be interested in a newer car the manager said that he would get someone from the sales team to sort out a deal and give me part exchange. When the sales person called they advised me that they didn't really know why they were calling me other than to sell me a car, so incompetency is obviously passed down the chain. I have now had to leave my vehicle atToyota as it is not running and have had to cut my loses and buy elsewhere just to sever the ties with these idiots, so more money they can make getting my old vehicle running. In addition to all of this, a couple of years ago I picked my car up from them after a service and when I got home, the oil had leaked all over my drive as they failed to tighten the sump nut. They had to send out a specialist cleaner to clean it off. During my last experience with Toyota I complained about them to Customer Relations. Their response was as follows :- "Thank you for your email, I am very sorry to hear your dissatisfaction with Steven Toyota (Romford) We rely on the Centres highly-trained technicians to spend valuable time repairing and diagnosing your vehicle. As mentioned we have not been part of any discussions which have taken place. However, I have requested for Steven to make contact with you to resolve matters and for them to provide me with detailed information regarding the required repairs. Once I have this information I will forward this to you. Please Steven Eagell are an independently run business and so your concerns will need to be raised directly wtih them. Again, I would recommend speaking with Michael the Centre Principal at Steven Toyota (Romford) to resolve matters" Their bottom line is they are not interested !!!!!, surely these franchises are giving Toyota a bad name, so you must be in a position to take some sort of action. All customers, please do not use these clowns, they are messing everyone about and treat customers like they are something stuck to the bottom of their shoe.

Customer service is too bad from sales coordinator to manager level. No one cares about customers. Staff are “busy” in the office chatting away while customers are waiting! When complained about the matter, the complaint was not looked properly. Requested refund for deposit and have not got my money back - its been a month almost!

Jan was very helpful when we attended to collect our car that needed alterations. Adam was also very attentive and dedicated and Terry Hawkins.

I have been a customer of this dealership since 2009 and have usually changed my models every 2-3 years. This year, due to suffering a major stroke attack, l became eligible for a car on the Motability scheme. I searched extensively but found my self drawn back to Toyota as it was the only car that met most of my required specifications. Coupled with that, customer service, attention to detail and year on year improvements is absolutely fantastic. I recommend this dealership to everyone. Special thanks go to Adam the Motability specialist who held my hands all they till l received my new car today and it is a beauty.