Steven Eagell Toyota Omdömen 1 352

I purchased a used Lexus from Steven Eagell Rayleigh for approximately £21,000 after being advised that the vehicle had two owners and full Lexus service history.

After purchase, I discovered discrepancies regarding the vehicle history and service documentation which caused me significant concern, particularly given the premium price paid for an Approved Used Lexus vehicle.

To be fair, the dealership and management did later acknowledge shortcomings in the information initially provided and offered a goodwill gesture. However, I did not feel the offer adequately reflected the difference between the vehicle as represented during the sales process and the position later clarified after purchase.

I escalated the matter through Lexus UK and the dealership management team but have ultimately been referred to the Motor Ombudsman for independent review.

I would simply advise future buyers to independently verify all ownership and service history documentation carefully before purchasing.

I brought my car new from the kings lynn branch 5years and have service plan on it and have always been happy with the care and service I have received till now!! I booked my service and m o t for my car on 31st March by phone to Milton Keynes for 8th may, when arriving there the day before they knew nothing about my car being booked in so I showed them the call on my phone telling them I was having to put air in my tyre every 2 days so would they look at it. They couldn't find anything visually wrong, so I took it to my local garage and straight away they found a inch and a half nail in it.

Ordered a £38k car from Kings Lynn, in the following 2 months never had any update, on the day we collected were told that the more than £10k surplus for our trade in might take a week to pay us! After a week no money received until we complained. When we submitted a review which reflected our feelings on this a manager then called to tell me what a devastating impact this would have. They have since seemingly punished me for failing to send, after 2 months, the paper manual previously promised. You decide for yourself if that’s the place you spend your money! But for me we won’t be back!

They advertise a 1 HOUR express service. Chelmsford branch has today taken 1 1/2 hours for my intermediate service. This was only achieved because I told them I did not want the wash they include with the service and pushed the receptionist, twice’ to check on progress. Had I just sat and waited God knows how long it would have been!
Why does any Company, particularly one claiming to offer superior service AND CHARGING FOR IT advertise service levels they do not provide ?

I had my car serviced today. I would like to say thank you to Andrew who was absolutely fantastic today. Kindness goes a long way. I hope once I decide to get another car, Andrew will be there to help me. Thank you Andrew. I would not hesitate to recommend you to anyone. See you soon for a set of new tires!😊

We recently purchased a new car and must say we were extremely satisfied with Dan (Sales Controller) who took over our purchase. Very genuine in his approach and made the whole experience a pleasure.
Very happy with our purchase even though bearing in mind we have only had the car a few days, this is our second purchase through Steven Eagle Ashford and our previous car ran very well with no faults.
I would highly recommend Dan and Steven Eagle to any prospective buyers.

I bought a used 2023 Toyota C-HR from Steven Eagell Northampton on 11/3/26. Have to say without a shadow of any doubt whatsoever this was, and remains, the worst car buying experience of my life and I’ve had a few over my 74 years.
I went to enquire about this car and was promptly placed in a cubicle at the end of the showroom, little did i know then how many hours over the next three weeks in one of those cubicles that i would be spending. I was allowed out to go on a 15 minutes tops test drive. I did take a quick look around the car but was quickly ushered back in to negotiate a deal. This went on and on, so much so the salesman i was dealing with Kian, went to fetch someone, more experienced I assume, to join him to tie up the deal. Now yes, I am an adult, but the pressure they put me under was to say the least, intense. Suffice to say, I bought the car. The sales manager came over as I left to explain they are a Japanese company and their big thing was INTEGRITY…. Remember that word…!!!!
As I said earlier I picked up the car on 11/3/26, again I was placed in a cubicle, I arrived just before 1pm and left around 4:30. They transferred my private plate after admitting THEY had messed up, saying the V5 of my original car would come to me, not them as it should have done, they withheld one of the new car keys until the V5 was delivered to them by me once it arrived from DVLA due to their mistake. I did say at the time I feel I’m being blackmailed here as it wasn’t my mistake, but hey-ho. I also took out a service plan which I’ll come back to later.
I had been there hours so when I got home the car went in the garage until around 10am the next day.
It was then I noticed all four alloys were damaged, there was a stone chip dent, a dent where someone had opened a door onto drivers door, no promised floor mats and when I opened back door the parcel shelf was dangling in mid air. I immediately rand the dealership who asked me to go down.
When I arrived I was wheeled into one of those dreaded cubicles for another long stint sitting there.Of course their attitude was now totally different as I had signed on the dotted line. I knew it was going to be hassle straightaway, so I said about the Consumer Rights Act Of 2015 stating that goods had to be of a quality linked to its age and price which was £22,249.
I said from the outset I would accept some responsibility for not inspecting the car more thoroughly initially so if they covered the bodywork, the floor mats and the parcel shelf I would accept the four damaged alloy wheels to which Vickas agreed.
To keep this as short as possible, it was hell getting this work done. On one visit as we sat in a dreaded showroom cubicle Vickas assured me the parcel shelf had arrived and the stone chip dent had been sorted, after 3hours 40mins they ushered me to the car, stone chip dent NO DIFFERENT and the parcel shelf they had fitted in my car was actually WORSE than the one supplied that I had rejected.
In the meantime remember the Two Year Service Plan I had taken out..? I always questioned the paperwork of it to both Kian and Vickas but they assured me all was good. In the end I contacted the service department who also said, no, all is okay. The day after that I contacted EmaC the company who take payments and run the plan who told me the plan was ‘not worth the paper it was written on’ and do I wish to cancel it immediately which they did. I asked if they could sort another one but sadly it had to be another visit to the cubicle at Steven Eagell Northampton which I did.
Anyway, I rang Toyota UK after that to officially complain but that was a total waste of time as all they did was give me a reference number and referred it back to Northampton..!!!
After actually sending a rejection of the car e:mail to Steven Eagell Northampton they promised to complete the repairs by end of business 25/3/26 and as I was totally sick of them, the car and Toyota as a whole by then I just wanted an end to it all.
On that day, as I was sitting in that cubicle once again waiting hours for it to be done Vickas actually said to me, regarding the parcel shelf that “I have to realise the car is 3 years old so I can’t get a brand new parcel shelf as they are different now” I couldn’t believe my ears, a ridiculous statement. I told him they had been playing me and treating me disrespectfully to which he made no comment.
I got bored at times while waiting in the cubicle so I wandered out into the showroom, trust me, so many disgruntled customers making remarks about this company.
But, it’s done now, sure I’ve missed some bits out but I’m done with it. I tell everyone I come across of my treatment at Steven Eagell Northampton, as I said at the start of this, the worst main dealer car dealership company I have ever had the misfortune to step in to.
The experience has tainted me forever, I’ve even sold on that dreaded car, lost money of course, but happy to be rid

Took far too long to carry out the work.
Very unhelpful staff when I arrived to pick up the vehicle once done. Handed the key and informed I would find the vehicle somewhere in the car park.
Car park was chaotic and vehicle blocked in, would have appreciated a tad more customer care.
I certainly won’t use this place again for my own car.

After a call from amir azimian from Steven eagell Toyota st Alban's very much appreciated on the outcome from the inquiry I ask for all sorted now thank you amir from both of us for all your help

I had my car serviced here and it was returned to me with the bonnet and boot covered in scratches. I would not recommend or if you do use take videos/photos of your car before you leave it there. The video of the service they do is only on the underside of the car while it is on the ramp not much use!

Would give less than 1 star if I could.

Poor communication between branches, rock bottom customer service and lucky if you get an apology is a common theme across 3 midland branches. Don’t bother.

All went well up to the point of sale. After the sale they just lost interest and could not be bothered. When we arrived to collect the car we had to pay an extra £2000 even though the paperwork said different - sales rep Eilish could not provide any explanation for this. The parcel shelf was missing which we didn’t realise u til we got home so had to do a 2 hr round trip to collect. The worst thing by far was the fact that it took over 3 weeks for them to lay off the finance on the car we had traded in and we actually had to make an extra payment to the finance company because the finance had not been paid off by Steven Eagell who by not doing so were in breach of contract. We emailed Eilish who chose to ignore our emails even though we had made it quite clear we were making a complaint and we’re not happy customers. We phoned and were lied to by Eilish’s manager who assured us the finance had been paid - it hadn’t. It was finally sorted by the assistant manager. Would I use King Lynn again - hell no. Customer service extremely low par and Eilish would benefit from retraining

I had a recall for my car so I booked it in for 1st April 2026.I took car in and receptionist said car ready by 5pm .I went home and within 20 minutes called by Toyota to inform me they did not have the parts or tool needed to do the job.Why then book me in.I was so angry and said I could not have this conversation,I had the same problem last year when my car was booked in for a routine service.After a while I received another call from Toyota and they said they would keep my car on site and do the necessary work and car ready on 7th April.They did say it could not be done earlier due to Easter break.So 7th April no contact from Toyota,8th April still no contact from Toyota.Eventually on 9th April called by Toyota to say car ready and would I like car washed which I agreed to.I went to collect car.Reception just handed me my keys. No explanation for delay or lack of contact.Also car not washed.The lack of customer service for such a big dealer is shocking.My next car will not be a Toyota.

Sales team were very good.

However the service department were and still are evasive, incompetent and do not respond to emails for days. I bought a ex demo car which they claim to have serviced. Less than 1000 miles later I checked the oil and none showed on the dip stick. Two months later the problem has not been resolved. I have not been able to drive my car for two months. It only has 3000 miles on the clock from new. The trim is badly stuck on and is not straight, the sun roof rubber pops out and leaks.

The whole experience of buying a very expensive car ( 85 k )from Steven Eagle Milton Keynes has been terrible.

After sales service is beyond painful and still ongoing. I will never use them again. Hopefully reading this review will kick start them into resolving their shabby service before it escalates more.

Dreadful.
Simon Birkby. Sussex

I bought a full service plan 2 years ago when purchasing my Aygox. I have since sold this car for an electric vehicle. I am owed £303.30 refund on the payment of the full service plan but no one seems to be able to return this money. I have been told that EMac will refund, they say that Bedford should refund. Really disappointed and angry that I have already phoned MK and Bedford and they both deny any knowledge. So don’t pay for a full service plan if you think you might sell the car early!!’

I had a very disappointing experience with Toyota Luton.

I have been a loyal Toyota customer for over 15 years across different countries, but this has been my worst experience so far. When purchasing a used bZ4X demo car, the sales team promised to fix scratches and provide a dash cam. However, once I paid the deposit, communication became very poor — emails were ignored and phone calls were not answered.

Even after collecting the car, the issues were not properly resolved. There is still a noise coming from the central console, and now the wireless charger has stopped working completely. I have already taken the car back, but the problems remain unresolved.

On top of that, the customer service experience has been frustrating and unprofessional. This is not the level of service I expected from Toyota.

I would not recommend this dealership based on my experience.

Be careful with this outfit for services. I always book online, but on the day the price gets inflated. Got caught out once, but now always check the paperwork before signing and handing over the keys. The last time (21-03-26 - Romford) the price was increased from £285 (intermediate service) to £385. Once I pointed out the "Mistake" the correct price was written down on the paperwork. The complementary car was not provided and my email was ignored. I even got an email from the service manager a week later to check if everything went well and if I was happy with the service. I responded (I omitted the overcharging) and just asked why the car was not washed? This email was also ignored.

I booked an MOT for a day which had availability. Without reason or apology it was auto moved to the following week. On the day, I was charged triple the standard cost for a new tyre or the MOT was failed. I was told they only had premium tyres - even so I know the cost; I was robbed. Horrific experience.

I was very pleased with the service I received. My vehicle was collected for a health check by Ian and returned earlier than expected.
He was very respectful and polite.
Thank you very much for your service.

Very happy with the car initially and still am - salesman Danny seems to be a top bloke, but I have had to contact them after the original 12v battery (1 yr 4mth old) was tested by the AA and found to be U/S and they have been strangely silent since..... Appreciate it's a bit of Achilles heel for Hybrid Toyotas but I was hoping for a bit more of response.