Dealer Poll/Ratings

[filcee]

We are looking to gather some information about the dealers used by MR2ROC members. In order to cover as much as possible, we are trying to rate all elements of a dealer's operation;
- Sales, buying/trading your car
- Service, regular/planned services, warranty, and unplanned maintenance
- Parts, ordering/buying parts for your '2

As part of the exercise we will be looking to gather your feedback on the dealer. To make this as objective as possible, please use the general guidelines of;
- what the dealer did well
- what they didn't do well/where is there room for improvement

When giving feedback on dealer performance, please stick to the facts. It is easy to get emotional and make some pointed comments, especially if you feel you have been let down or sold short. However, sometimes this means feedback can be (or verges on) the libellous. We are not sure what the club's position would be if this were to be taken up by a dealer or their staff, so let's not leave ourselves open to retaliation via the law. Some guidelines might be:
Well written:
"Dealer 'phoned to re-confirm appointment the day before. Performed service while-I-waited. Completed within time stated, car was valeted & spotless when returned to me" (i.e. positive feedback, this went well)
"I booked the car in for 9am, but when I got there the dealer had lost the record of the booking" (i.e. negative feedback, this didn't go well)

Not so well written:
"Dealer is wonderful, I want to have their babies" (positive, but why?)
"They are a bunch of monkeys, couldn't remember that I had booked the car in. <Insert expletive here>" (negative, some information provided, abusive)

OK, down to business. There are three questionnaires, plus a general comments section, below. Please fill in as appropriate and post back into this thread. Responses will be collated and made available somewhere on the web. Hopefully, they will become part of the club site at some point in the future.

Sales
------
Dealer Name:
Town/Location:
When (approximate date is OK):

For buyers:
Spec. ordered: (metallic, leather, dealer fit mods etc.)
Time to delivery?:
Delivered on time?: (Yes/No)
New or used?: (New/Used)

For sellers/trading in:
Car traded?:
Spec?: (e.g. extras like leather, air con, alloys)
Approx age?:

What went well for you during the buying/selling process?:

What could be improved for you during the buying/selling process?:

Servicing:
------------
Dealer Name:
Town/Location:
When (approximate date is OK):

Regular service: (Yes/No)
Service Interval: (10K/20K/30K etc.)
Any extra work done?:
Cost?:

Planned maintenance: (Yes/No)
Maintenance undertaken: (e.g. interim oil change, dealer fit mods etc.)
Any extra work done?:
Cost?:

Warranty:
Warranty work done?: (e.g. clonking steering, bubbling alloys etc.)
Any extra work done?:
Cost?:

Unplanned maintenance: (Yes/No)
Problem details?: (unexpected warning light etc.)
Work completed?:
Cost?:

What did the dealer do well when servicing your car?:

Where could the dealer improve the service you received?:

Parts
------
Dealer Name:
Town/Location:
When (approximate date is OK):

Parts ordered?:
Cost?:
Parts delivered/available on time?: (Yes/No)

What did the dealer do well when supplying your parts?:

Where could the dealer improve their parts supply service?:

General
---------
Would you use this dealer again?: (Yes/No)

What did the dealer do well?: (anything that went well, but doesn't fit in the specific sections above)

What could this dealer improve?: (Anything that could be improved, but doesn't fit in the specific sections above)

[Slacey]

Sales
------
Dealer Name: William A Lewis
Town/Location: Shrewsbury / Telford
When (approximate date is OK): September '03

For buyers:
Spec. ordered: Yaris Verso T-Spirit (metallic, higher spec trim)
Time to delivery?: 3 weeks
Delivered on time?: (Yes/No) Yes (early in fact)
New or used?: (New/Used) New

For sellers/trading in:
Car traded?: N/A
Spec?: N/A
Approx age?: N/A

What went well for you during the buying/selling process?:

The car was actually through Motability for AnnMarie, so there wasn't any dealing to be done, dealer did give discount on accessories though. Salesman was very friendly and efficient.

What could be improved for you during the buying/selling process?:

Nothing I can think of.

Servicing:
------------
Dealer Name: William A Lewis
Town/Location: Shrewsbury / Telford
When (approximate date is OK): November '03

Regular service: Yes
Service Interval: 10K & 20K
Any extra work done?: No
Cost?: £74 & £170

Planned maintenance: No
Maintenance undertaken: None
Any extra work done?: N/A
Cost?: N/A

Warranty:
Warranty work done?: Yes, hubs replaced & strut tops replaced
Any extra work done?: No
Cost?: £0

Unplanned maintenance: No
Problem details?: N/A
Work completed?: N/A
Cost?: N/A

What did the dealer do well when servicing your car?:

Followed all my quirky requests (use only certain fob, don't clean car) without question, completed the service in a timely manner, provided courtesy car without cost or hassle, kept me informed as to the status of the job.

Where could the dealer improve the service you received?:

Nowhere - I have absolutely no complaints.

Parts
------
Dealer Name: William A Lewis
Town/Location: Shresbury / Telford
When (approximate date is OK): Various

Parts ordered?: Clips, mats
Cost?: Clips 42p each, mats (for Verso) £22
Parts delivered/available on time?: Yes

What did the dealer do well when supplying your parts?:

Got the parts quickly and called to say they were ready for collection

Where could the dealer improve their parts supply service?:

Nothing as yet

General
---------
Would you use this dealer again?: Yes

What did the dealer do well?: (anything that went well, but doesn't fit in the specific sections above)

Provided me with free coffee, papers and internet access - was happy to take ROC flyers too.

What could this dealer improve?: (Anything that could be improved, but doesn't fit in the specific sections above)

Nothing, it's great as it is!

[Anonymous]

Servicing:
------------
Dealer Name: Somerset County Cars
Town/Location: Taunton Somerset
When (approximate date is OK): Nov 2001 - present

Regular service: (Yes/No) Yes
Service Interval: (10K/20K/30K etc.) 10k/20k/30k
Any extra work done?: none/wheels replaced under warranty, hubs painted/belt tensioner replaced warranty
Cost?: £78.20/£137/£130

Planned maintenance: (Yes/No) Yes
Maintenance undertaken: (e.g. interim oil change, dealer fit mods etc.) Front pads changed
Any extra work done?: disks replaced under warranty
Cost?: parts only for pads as disks changed under warranty

Warranty:
Warranty work done?: (e.g. clonking steering, bubbling alloys etc.) hood replaced/ongoing engine rattle
Any extra work done?: Ongoing, currently at dealer for tenth time.
Cost?: £24.80 (charged for oil and filter after 3rd major set of warranty engine work, originally asked for £70 but I talked them down to cost only as paying at all was ridiculous)

What did the dealer do well when servicing your car?:  Basic service was OK, some niggles such as checklist not completed diligently (ticked to say spare wheel checked when it was at home in my loft, ticked to say brake fluid changed when actually was checked only)

Where could the dealer improve the service you received?:  In most area's.
Dealer has been hopeless at diagnosing and fixing engine rattle which started Aug 2003, car has been back over and over again, and they keep giving it back to me with problem still present, despite me requesting it 4 times dealer would not request a Toyota Field Service Manager visit to check my car, eventually relented and FSM said piston slap is cause and engine needed to be rebored/new pistons (car has done 23k miles only). Dealer couldn't take car for over a month during which time it consumed over 5 litres of oil and engine warning light came on twice. Dealer is now replacing short engine with FSM supervision and car is due back this week, however I fear cats will have been damaged by excess oil consumption, and the 6 months of hassle I have suffered seems completely unacceptable.
Icing on the cake is that dealer principle has told me as I didn't buy the car from there, they have done more than I should expect (this was when they gave the car back still rattling about 3 visits ago), and ToyotaGB customer relations just don't want to know or get involved.

[GSB]

Sales
------
Dealer Name: Toyota Esbjerg
Town/Location: Esbjerg, Denmark
When (approximate date is OK): November 2001

For buyers:
Spec. ordered: Metallic Silver, Red Leather, Deleted Stereo
Time to delivery?: Approx. 20 weeks
Delivered on time?: (Yes/No) Yes - early
New or used?: (New/Used) New


What went well for you during the buying/selling process?:
Got exactly the car I wanted, for a bargain price... Ryanair fly to within a couple of miles of the dealership, and the MD of Toyota Esbjerg picked me up from the airport. Picked up the car and drove it 2 miles to the ferry terminal and then back to Blighty... Total time in Denmark. 3 Hours.

What could be improved for you during the buying/selling process?:
Nothing

Servicing:
------------
Dealer Name: Jemca Metro
Town/Location: Tottenham, North London
When (approximate date is OK): 3 Service visits in the last 2.5 years

Regular service: (Yes/No) Yes
Service Interval: (10K/20K/30K etc.) 10K/20K & 30K
Any extra work done?:  Brke fluid changed at 30K
Cost?: £85 / £100 / £140 respectively

Warranty:
Warranty work done?: New Gearbox, New Headlights, New Gearknob, New wheels, Corroded Brakes & Hubs and other small items
Any extra work done?: No
Cost?: Nil

What did the dealer do well when servicing your car?:

Always cleaned, even on while you wait service. Very attentive, and dont talk BS...

Where could the dealer improve the service you received?:
They're pretty good overall, and haven't let me down.

Parts
------
Dealer Name: Jemca Metro
Town/Location: Tottenham, North London
When (approximate date is OK): Summer 2001

Parts ordered?: TTE Exhaust for pdye's car
Cost?: £500
Parts delivered/available on time?: (Yes/No) Yes

What did the dealer do well when supplying your parts?:
Managed to break the deadlock between Toyota GB and TTE that had thwarted all previous attempts to purchase a TTE exhaust. Then they fitted it in four hours and charged only 30minutes labour...

Where could the dealer improve their parts supply service?:
N/A

General
---------
Would you use this dealer again?: (Yes/No) YES

[markiii]

Sales
------
Dealer Name: Andrew Rowley
Town/Location:  Radlett
When:  late 03

For buyers: Not Applicable, though their sales staff were good before they changed hands.
Spec. ordered:  
Time to delivery?:
Delivered on time?:
New or used?:

For sellers/trading in: Not Applicable
Car traded?:
Spec?: Approx age?:

What went well for you during the buying/selling process?:

What could be improved for you during the buying/selling process?:

Servicing:
------------
Dealer Name: Andrew Rowley
Town/Location: Radlett
When: late 03

Regular service: (No)
Service Interval: (10K/20K/30K etc.)
Any extra work done?:
Cost?:

Planned maintenance: (No)
Maintenance undertaken: (e.g. interim oil change, dealer fit mods etc.)
Any extra work done?:
Cost?:

Warranty:
Warranty work done?: Changed rusted wheels and discs under warranty
Any extra work done?:
Cost?: zero

Unplanned maintenance: (No)
Problem details?: (unexpected warning light etc.)
Work completed?:
Cost?:

What did the dealer do well when servicing your car?:  All warranty items handled without quible and promptly.

Where could the dealer improve the service you received?:

In fairness I haven't been back to dispute this as they were coming off anyway, however when checking the tyres teh other day I realised they had put thewrong tyres on front and back when changing the wheels under warranty.

sounds daft but check when getting this done.

Parts
------
Dealer Name: Andrew Rowley
Town/Location: Radlett
When: late 03

Parts ordered?: 03 interior door handles and rear inserts
Cost: can't remember
Parts delivered/available on time?: (No)

What did the dealer do well when supplying your parts?:

Not a lot to be honest, nothing ever arrived on time, repeatedly delayed, no notification of delays resulted in several wasted journeys. took 4 attempts to get my warranty work above done due to issues with parts not arriving/being ordered.

Where could the dealer improve their parts supply service?:

Everywhere. Though in fairness after  I gave them a piece of my mind they have improved, when I order some brake pads last month being a good example. My biggest grip todate is the inability to order parts without a Reg number for that year. Makes buying 03 parts a pain when you own an 02. Surely can't be that difficult.

General
---------
Would you use this dealer again?: (Yes) Unfortunately they have a monopoly in South Herts at the moment. Though they do seem to be getting better. 30000 mile service soon so we will see.
 

What did the dealer do well?:

What could this dealer improve?:
_________________
filcee
2003 SMT

[markiii]

bump, post away please chaps.

[Anonymous]

Sales
------
Dealer Name: Mark Cass Toyota
Town/Location: Chelmsford, Essex
When (approximate date is OK): February 2004

For buyers:
Spec. ordered: Celica Lagoon Blue - Premium & Style Packs
Time to delivery: Approx. 2 weeks 04 plate
Delivered on time?: (Yes/No) Yes - early
New or used?: (New/Used) New

Good Sales, no BS, very helpfull including personal experinces of both the MR2 and the Celica (one of the guys there moved from a MR2 to a Celica).  No force sale, could have easily pushed us to a T-Sport, but didnt.  Finance guys also very good, did good deal, and OK on part-exing MR2 and Focus

What could be improved for you during the buying/selling process?:
Nothing

Servicing:
------------
Dealer Name: Mark Cass Toyota
Town/Location: Chelmsford, Essex
When (approximate date is OK): 1 Service visit in 1 year

Regular service: (Yes/No) Yes
Service Interval: (10K/20K/30K etc.) 10k
Any extra work done?: None
Cost?: £65

Warranty:
Warranty work done?: Laquer Blemishes done, full oven treatment and UV light check.  New Disks, just before part ex to Celica
Any extra work done?: No
Cost?: Nil

What did the dealer do well when servicing your car?:

Always cleaned, even on while you wait service. Very helpfull and friendly, have a laugh with you while you wait.

Where could the dealer improve the service you received?:
Not sure really - could have thrown in matts and CD changer?

[Anonymous]

Sales
------
Dealer Name: West Riding Toyota (formerly Airdale Toyota)
Town/Location: Silsden, West yorkshire (nr Bradford)
When:   20/12/03

For buyers:
Spec. ordered: red, custom leather pack, chrome roll bar, tte spoiler
Time to delivery?: 3 weeks
Delivered on time?: Yes
New or used?: New

For sellers/trading in:
Car traded?: Celica 190
Spec?: sports pack
Approx age?: 2.5 yrs

What went well for you during the buying/selling process?: 10% discount as celica club member on car and extras

What could be improved for you during the buying/selling process?: nothing

Servicing:
------------
Dealer Name: as above
Town/Location: as bove
When :  multiple visits for celica

Regular service: Yes
Service Interval: 10K/20K/30K/40k  
Any extra work done?: no
Cost?: varied, but aprox £50 cheaper than northampton toyota (local to me)

Warranty: yes
Warranty work done?: rusty discs
Any extra work done?: new pads all round
Cost?: free

What did the dealer do well when servicing your car?: does not view mods as negative and always trys to do work under warranty when ever possible

Where could the dealer improve the service you received?: nothing comes to mind

Parts
------
Dealer Name: as above
Town/Location: as above
When 2/2/03

Parts ordered?:  TTE springs
Cost?: £125
Parts delivered/available on time?: Yes

What did the dealer do well when supplying your parts?: fitting was £40 per hour

Where could the dealer improve their parts supply service?:

General
---------
Would you use this dealer again?: always

What did the dealer do well?:  After sales manager is a member of the celica club and offers great advice and prices. They will be fitting my turbo kit, which is almost unknown for a main dealer to take on such work

I also know of them fitting quaife LSD's, after market brake upgrades etc etc, they also have a good local body shop and can get spoilers etc painted chaeply prior to supplying.

[Anonymous]

Sales
------
Dealer Name: Westlands Toyota Bromsgrove (was Clarks Toyota)
Town/Location: Bromsgrove, Worcestershire
When: September 2002

For buyers:
Spec. ordered: Blue, leather option
Time to delivery?: 3 weeks
Delivered on time?: Yes
New or used?: New

For sellers/trading in:
Car traded?: Peugeot 206
Spec?: 1.6 GLX
Approx age?: 2.5 yrs

What went well for you during the buying/selling process?: £1k concession on list price, half price leather option.  Offered a second, longer, test drive (which I took).

What could be improved for you during the buying/selling process?:
Less hard work!  We were there for over 4 hours including test drive.

Servicing:
------------
Dealer Name: as above
Town/Location: as above
When : September 2003

Regular service: Yes
Service Interval: 10K
Any extra work done?: Requested when booking, but not attempted (rattles).
Cost?: Can't remember exactly.  About £90

Warranty: TBA
Warranty work done?: none yet - just booked in for: rattles, suspension knock, bubbling alloys
Any extra work done?: handbrake adjustment
Cost?: free (so far)

What did the dealer do well when servicing your car?: Collected / delivered car as agreed.

Where could the dealer improve the service you received?: Two weeks between booking and service date as I need either a car or a collection / delivery service.  Far too long imho.  Dealer was a little over zealous when adjusting the handbrake, resulting in the rear wheels locking up on a dual carriageway a few hundred yards down the road as the discs warmed up due to the friction.  I will be adjusting my own handbrake from now on.

I'm reserving judgement on anything else until the warranty work is attempted.

Parts
------
Dealer Name: as above
Town/Location: as above
When September 2002

Parts ordered?: Floor mats
Cost?: £65
Parts delivered/available on time?: No.  Took 4 weeks to order standard MR2 mats which were "on back order" following an original 1 week estimated availability.

What did the dealer do well when supplying your parts?: 10% discount following salesmans promise.

Where could the dealer improve their parts supply service?: better stock availability.

General
---------
Would you use this dealer again?: Yes, for the moment at least.  The next nearest dealer is 20 miles further away.

What did the dealer do well?: Test drives were unhurried and I was encouraged to take the car wherever I wanted.  Salesman wasn't too nervous!

[Anonymous]

Servicing:
------------
Dealer Name: Inchacape Toyota
Town/Location: Guildford, Surrey
When (approximate date is OK):April 2004

Regular service: (Yes/No) Yes
Service Interval: (10K/20K/30K etc.) 20K
Any extra work done?: No
Cost?: 194.59(128.16 labour/37.45 parts)

The above did not include brake fluid change as it was tested and found to be ok.
Not valeted
All seems ok.

[filcee]

Servicing:
------------
Dealer Name: Brooklyn Toyota,
Town/Location:  Worcester
When: July/Aug '04

Warranty:
Warranty work done?:  Clonking steering, bubbling alloys
Any extra work done?: Yes - see comments below
Cost?: Nil

What did the dealer do well when servicing your car?: Immediate offer of a valeting service when I discovered my filthy passenger seat (see below).
When I returned the car after finding the bent panel documented below, I was met (as agreed) by the service manager. His view was that although some of the work had been subbed out elsewhere, it was his responsibility to get the problem fixed.  He was also keen to get the car back ASAP, and arranged a loan car for me at short notice.

Where could the dealer improve the service you received?: Difficult to get them to call me back if I leave my name and number.  
For this warranty work, only the front strut top mounts went in OK, everything else has resulted in further work being required (see below)

Care of my car has been POOR:

- when replacing the alloys the new offside front had the finish chipped around the valve - another new wheel required
- tyre work is subbed out somewhere else, with the result that the road wheels were shipped backwards and forwards on my passenger seat, which was FILTHY when I picked the car up - I had to wait for a valet to be done before I could leave.

Extra work:
- when replacing the alloys the nearside rear jacking point was missed, with a resulting bent panel.  2 days to repair.

General
---------
Would you use this dealer again?:  Probably not, though I am running out of options locally so I may have to.  At the time I write this (aug 2004), I certainly wouldn't recommend them.

*edit* Went to pick the car up today following the bent panel repair, and was looked after by the Service Manager.  He very kindly listened to my gripes (again) about the quality of service and damage to my car, and talked me through a number of things Brooklyn's are doing to rectify this.  I should point out that he always has been, and was again today, very apologetic about the damage done, and sees it as something that Brooklyn's must take responsibility for, whoever caused it, whatever it takes to rectify.  He is very keen for me to go back there for my next service, when I understand things should be better as a result of the changes Brooklyn's are making.  I think I will go back, I am persuaded that the changes (assuming they go as planned) will address the problems I found.  (I just need to wait for my 20K service to come up now.)

[filcee]

Servicing:
------------
Dealer Name: Brooklyn
Town/Location: Worcester
When (approximate date is OK): Nov 04

Regular service: Yes
Service Interval: 20K
Any extra work done?: No
Cost?: ~120

Warranty: Dealer spotted that I needed the front discs skimmed and requested that I re-book the car for another date.
Warranty work done?: No - insufficient time available to complete work at the same time as the service

What did the dealer do well when servicing your car?: Open on the dot at 8am, and ready with paperwork and a loan car, out and on my way to work (at home) within 30 mins.  Called me when the car was ready (2pm), even though I had said I expected to be back at 5pm at the earliest.  Car was cleaned inside and out, and ready to be collected when I arrived.

Where could the dealer improve the service you received?: Minor gripe: they could have leathered the car down after washing it - it was clean, until you got really close up.


General
---------
Would you use this dealer again?: Yes

Following on from the disastrous time I had earlier this year when the car was dinged during some warranty work (see post above this one)  Brooklyn have made plenty of changes to their set up - hinted at in the above post.  This time I was impressed with how smoothly the whole process went.  I was also looked after by the service manager (again), who talked me through the warranty work required for skimming the front discs, and why it couldn't be done during the service work - down to lack of available time on the day.  The improvement in customer service between this visit and the last is very noticeable - keep up the good work (please!).

[Anonymous]

Servicing:
------------
Dealer Name: Toyota World
Town/Location: Weston-Super-Mare, Somerset
When (approximate date is OK): Nov 2004  

Regular service: (Yes/No) Yes
Service Interval: (10K/20K/30K etc.) 40k +MOT
Any extra work done?: brake and clutch fluid changed
Cost?: £228

What did the dealer do well when servicing your car?:
Not much, MOT was wrongly dated today, should have followed on from last MOT (3 weeks to run)
I had asked for a few things to be checked (gearchange notchy, rear wheels bubbling again), and nothing had been done at all.
Brakes were even spongier after they had changed fluid, and gearchange was even worse ,so I suspected brakes/clutch not properly bled, they took car back again and sorted this out at no cost, and all is now fine, but its crap that they took two attempts to do a basic job like this.

Where could the dealer improve the service you received?:
In most area's.
Should have checked my list of things to check
Should have phoned to let me know car was ready
Should have got MOT start date right
Should have bled brakes and clutch properly first time

As I can find no decent Toyota servicing in my area, I am not sure if I can keep the car, which is crazy ! Toyota need to monitor and supervise their dealerships a lot better to sort out crap service.

Having paid over two hundred quid for an oil change, spark plugs, and brake fluid to be changed, I don't think its too much to expect that they manage this in one visit !

[Anonymous]

Sales
------
Dealer Name: Hills
Town/Location: Bishop's Stortford
When (approximate date is OK): 2nd September 2003

For buyers:
Spec. ordered: (metallic, leather, dealer fit mods etc.) Leather, springs and exhaust
Time to delivery?: 4 weeks
Delivered on time?: Yes
New or used?: New

What went well for you during the buying/selling process?: Nice long test drive (two times), good explanation of extras and finance options, very friendly and knowledgeable staff

What could be improved for you during the buying/selling process?: Nothing

Servicing:
------------
Dealer Name: Hills
Town/Location: Bishop's Stortford
When (approximate date is OK): 2004 (one year service and minor warranty work), early 2005 (precat problem)

Regular service: Yes
Service Interval: 10k
Any extra work done?: Yes (warranty related, see below)
Cost?: £120-ish

Planned maintenance: None
Maintenance undertaken:
Any extra work done?:
Cost?:

Warranty: Yes
Warranty work done?: Pre-cat manifold replaced, roof replaced due to loose rivets, wheels replaced due to bubbling, brake discs replaced due to rust
Any extra work done?: No
Cost?: Nothing

Unplanned maintenance: None
Problem details?:
Work completed?:
Cost?:

What did the dealer do well when servicing your car?: Well, it was ready on time once...

Where could the dealer improve the service you received?: Service manager didn't even know the MR2 has pre-cats (!), and was told that he would only replace my pre-cat manifold the once even if they broke down again! After my roof was completed, I found part of my leather door trim had been ripped out by an over-zealous tech, so that had to be done. Totally unnecessary change of washer fluid at first service (I'd filled it up the day before), and they failed to even ring me to tell me the car was ready.

Parts
------
Dealer Name: Hills
Town/Location: Bishop's Stortford
When (approximate date is OK): Jan 2005

Parts ordered?: Gaskets for pre-cat manifold
Cost?: £4
Parts delivered/available on time?: Yes, off the shelf

What did the dealer do well when supplying your parts?: Parts were available straight away

Where could the dealer improve their parts supply service?: Not a lot

General
---------
Would you use this dealer again?: I will NEVER use them again. I do not trust them to work on my car anymore, as the tech's are far too careless with their work, and the service manager does not know enough about the cars he actually services for a living. That for me is unacceptable, and I would rather travel slightly further and pay more for someone to work on my car who knows what they're doing.

What did the dealer do well?: Sales and general counter staff are excellent

What could this dealer improve?: Sack the service staff and start again?!  s:wink: :wink: s:wink:  

[Anonymous]

DENZIL EVANS IN CAREMARTHEN ARE NICE PEOPLE AND HELPFUL
NOT USED THEM YET FOR FIRST SERVICE BUT CHANGING ALLOYS UNDER WARRANTY ALTHOUGH LONG WAIT

[hornseye]

Sales
------
Dealer Name: Westland Toyota
Town/Location: Bromsgrove
When (approximate date is OK): November 2004

For buyers:
Spec. ordered: Metallic Silver, Leather A/C, TTE Exhaust
Time to delivery?: Less than 2 weeks
Delivered on time?: Yes
New or used?: New

For sellers/trading in:
Car traded: MR2 Roadster (01)
Spec:  Metallic Silver, Leather & A/C
Approx age: 3 years

What went well for you during the buying/selling process?: Offered test drive, but didn't need it. Thrashed out a great financial deal. Sales staff friendly, courteous and prompt and delivered on promises.

What could be improved for you during the buying/selling process?: Nothing springs to mind

Servicing:
------------
Dealer Name: Westlands Toyota
Town/Location: Bromsgrove
When (approximate date is OK): May 2005

Regular service: No
Service Interval: 3K
Any extra work done?: Fitted TTE springs
Cost?: About £85 for oil change and <£300 for springs

Warranty:
Warranty work done?: None yet. Alloys beginning to bubble
Any extra work done?:  None
Cost?: N/A

Unplanned maintenance: No
Problem details?: No
Work completed?: No
Cost?:

What did the dealer do well when servicing your car?: Prompt in checking in the car and delivering it back after the service.

Where could the dealer improve the service you received?: Lower prices would be nice.

General
---------
Would you use this dealer again?: Yes

What did the dealer do well?: Selling a car

What could this dealer improve?: Labour rates for service staff are too high.

[MR2john]

Booked my wifes Celica T sport  & my 2 in for a service at the local Colchester Toyota dealer yesterday. Excellent service with a courtesy follow up phone call this afternoon checking if everything was all okay & thanking me for my custom.
It appears that the T sport requires a new v belt which they will replace under warranty this Friday. So credit where credit is due, I recommend Colchester Toyota as probably one of the most professional  dealers I have dealt with.   s:D s:D  

John

[Ullevi]

I bought a new MR2 a year ago:

Sales
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Dealer Name: Listers Toyota
Town/Location: Coventry

When (approximate date is OK): July 2005

Spec. ordered: (metallic, leather, dealer fit mods etc.) Special Edition "Red"

Time to delivery?: 3 weeks

Delivered on time?: (Yes/No) Sort of.Gave me an approximate time,was very vague about a date.In the end gave me a day's notice that the car had arrived and ready to collect the next day.

New or used?: New

What went well for you during the buying/selling process?: I suppose it arrived roughly when promised.

What could be improved for you during the buying/selling process?: Just got the impression that they wanted to just get the deal done.Hard sell on finance/gap insurance/Paint protection product.

Arranged to have the TTE sports exhaust fitted the following week.The salesman said he would sort it out so that I could have it fitted while I waited-in the end the whole process was very inefficiently handled with very poor communication between departments-the time booked in was not what the salesman had told me he would arrange for me,and he didn't bother to let me know-lucky I checked and confirmed with Service before arriving.I had to wait a long time at the dealers-no lift or courtesy car was offered-this was after buying a brand new car from them then payng £500 for a new exhaust the following week.

Did not inspire any confidence-very impersonal,got the impression they couldn't care a toss.

I will not be using them for my one year service(at 3000 miles).I asked for a quote out of interest on the phone and they quoted £165 for essentially an oil change!!!!!!  s:shock: :shock: s:shock:  Quotes from other nearby dealers were in the £108 to £125 range.

[Anonymous]

Sales
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Dealer Name: Browns Toyota
Town/Location: High Wycombe
When (approximate date is OK): Aug 06

For buyers:
Spec. ordered: Black 04 Plate, Red Leather A/C
Time to delivery?: 1 Week
Delivered on time?: (Yes/No) Yes
New or used?: (New/Used) Used

For sellers/trading in:
Car traded?: smart roadster coupe
Spec?: leather + sport pack
Approx age?: 04 Plate

What went well for you during the buying/selling process?:  Reasonable Deal, negotiated new tyres, road tax and machine polish. Got slightly over book for smart, but no discount on MR2.

What could be improved for you during the buying/selling process?: Nothing much.  Not all documentation was received at time of sale (mileage and history certificates), but have been promised they are their way.  

Servicing:
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Dealer Name: Andrew Rowley,
Town/Location:  St. Albans
When (approximate date is OK): Sept/Oct 06

Warranty: Yes
Warranty work done?: Investigate and Fix whirring noise from transmission area, heavy clutch and corroded brake discs
Any extra work done?: Auxiliary tensioner, Clutch and Exhaust replaced
Cost?: Under Warranty


What did the dealer do well when servicing your car?:  Resolved noise problem by replacing all parts which could have caused this under warranty.  Sorted out corroded brakes , and included pads F.O.C.  Clutch replaced too.

General
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Would you use this dealer again?: Andrew Rowley - Yes. I was very impressed by the no quibble nature of the service received and the car is now running well.  I didn't buy the car here, but excellent service was received putting my car right.

Browns Toyota - not sure.  Sale went well, but problems with car soon materialised (e.g. clutch and brakes).  They are not local to me, so couldn't get the car to them to have them sorted out (not their fault that I am not local I guess).  Fortunately all sorted out under warranty by my local dealer, Andrew Rowley - see above.

[Anonymous]

Sales
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Dealer Name: SDM Toyota
Town/Location: Falkirk, Scotland
When (approximate date is OK): May '06

For buyers:
Spec. ordered: Silver
Time to delivery?: 2 weeks, so I didn't lose few weeks on road tax, got mr2 night my old car was due to come off the road
Delivered on time?: Yes
New or used?: Used (pre-reg never owned by public)

For sellers/trading in:
Car traded?:
Spec?: (e.g. extras like leather, air con, alloys)
Approx age?:

What went well for you during the buying/selling process?: -

What could be improved for you during the buying/selling process?: -

[Anonymous]

Parts
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Dealer Name: Toyota Leicester
Town/Location: Leicester
When (approximate date is OK): Sept 07

Parts ordered? Pistons
Cost? around £400 fitted
Parts delivered/available on time?: 2 day wait
What did the dealer do well when supplying your parts?: Solved the problem fairly quickly and had them fitted the day they came in.

Where could the dealer improve their parts supply service?: Teach their staff to drie properly or just not let them drive!!!

General
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Would you use this dealer again?: Not in a million years!

What did the dealer do well?: Fit and supply the parts
What could this dealer improve?: Not curb my brand new alloys!!!!!!!  s:? :? s:?

[tom_deas]

Buying
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Dealer Name: Octagon Toyota
Town/Location: Reading
When (approximate date is OK): Mar 08

General
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Would you use this dealer again?: No

What did the dealer do well?: Nothing

What could this dealer improve?:

Rudest people I've ever met. Wouldn't take me seriously as a potential buyer. Went to them with some general questions about a particular car and they were so rude to me, not even bothering to answer them, they put me off buying an MR2 altogether. Luckily about a month later I came to sense and got another one  s:) s:)  The dealer there just refused to take me seriously as a buyer. I think while, yes, I was just in a jeans a t-shirt - and I WAS at the time *still* 19, IMO I shouldn't have to wear a suit somewhere to be given a bit of time and TLC  s;) s;)

[StuM]

Servicing:
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Dealer Name: Inchape Toyota
Town/Location: Slyfield Industrial Estate, Guildford, Surrey
When (approximate date is OK): Feb 2009

Regular service: Yes
Service Interval: 7 Year (70k, but car only on 45k)
Any extra work done?:  Brake Fluid replaced
Cost?: £227 for the service and £69 for the brake fluid

What did the dealer do well when servicing your car?:

All excellent.  Booked the car in a fortnight before the date.  Booked in for recall work on the main wiring loom and a 7 year service.  Booked a courtesy car which turned out to be a brand new Auris.  (nb.There is a £10 for insurance charged for courtesy cars, and you need to cover the fuel used).  

I got a courtesy call to confirm the booking 2 days beforehand.  On the day, everything was ready at 9am so I turned up, dropped off the 2, picked up the Auris and left again very quickly.

All staff extremely polite and welcoming.  Nice lounge area available with TV, Playstation, newspapers and coffee/tea.

Got a call later in the day to say it was all done.  Car was valeted (although no fuel top-up as others got for the recall on the wiring loom).

Where could the dealer improve the service you received?:

Honestly can't see anything that would have made the service items any better.  Shame that they didn't do the fuel top-up on the recall item though.  Had I not had the service done, it would have cost me £15 in petrol and courtesy car costs to get the recall done, which is not acceptable.

General
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Would you use this dealer again?: Yes