Toomey Motor Group - Toomey Renault Basildon Omdömen 

Problems started on the day I collected this Renault Captur from Toomey Motor Group on 6 March 2026.

I paid £9,350 deposit and financed around £5,000. The very next day, 7 March, I formally complained and rejected the vehicle because of multiple problems including tyre pressure warnings, a battery warning light, a sticking automatic gear selector, damaged trim and poor preparation.

The car was returned to the dealership and kept for over a week.

Unfortunately, the problems continued. I experienced further warning lights, repeated tyre pressure problems and ongoing wind noise from the driver's side door/seal despite work being carried out.

The most serious issue occurred when the vehicle repeatedly refused to move after stopping in traffic.

This happened three separate times.

The car would tell me to select Park and then Drive, but it still would not move. I had to switch the ignition off and restart it before the vehicle would drive again.

Because of this, I contacted the RAC following the dealership's own instructions.

The RAC identified multiple intermittent fault codes, including faults relating to the flywheel signal, starter relay, brake pedal switch, automatic transmission communication, Vehicle Dynamic Control and other electrical systems. Their report stated that dealer diagnosis was required.

On 5 September, while driving the vehicle back towards the dealership, the tyre pressure warning appeared again.

The vehicle has remained with the dealership since then.

I have repeatedly explained that I no longer have confidence in this vehicle and want to reject it. Instead of providing a straightforward resolution, I have experienced repeated changes in position and
communication.

I was told through Renault Customer Service that the dealership was willing to offer a replacement vehicle.

When I asked for this in writing, I was then told by Jack Atwood that it was not a replacement but a part exchange.

I have never agreed to part exchange the vehicle or enter into another finance agreement.
I also asked very simple questions about what would happen to my £9,350 deposit, the finance already paid and the outstanding finance balance. I have still not received clear figures answering those questions.

I have also been told that storage charges may apply and that the dealership is not a storage facility.

I dispute that I was previously given the warnings or information now being claimed, and I have asked for the exact correspondence where this was supposedly explained to me.

The way this matter has been handled has been extremely frustrating and, in my view, inconsistent and evasive.

I have two young children with additional needs who need reliable transport to school.

The journey is around 45 minutes each way by car, but around 2 hours and 20 minutes using public transport.

This situation has caused significant stress, inconvenience and additional expense.

I have now escalated the matter to my finance provider, the Financial Ombudsman Service and sought legal advice.

I have retained emails, photographs, videos, diagnostic reports and other evidence documenting the entire history.

My issue is not simply that a used vehicle developed faults. My concern is the repeated problems from the day of purchase, the serious drivability issue, the RAC diagnostic findings, the continuing problems and the way my attempts to obtain a clear resolution have been handled.
This has been an extremely disappointing experience and I would urge anyone considering purchasing a vehicle to document everything and keep all communication in writing.

As Jack Atwood is a very dishonest person who has done nothing but cause a mother stress and anguish.

I purchased a used Renault Captur from Toomey Motor Group on 6 March 2026. I paid a £9,350 deposit and financed the remaining balance. Unfortunately, the problems started on the actual day of purchase.

Shortly after leaving the dealership, I experienced a tyre pressure warning, a battery warning light and problems with the automatic gear selector. The gear selector was difficult to operate and would become stuck. There was also damage to the trim surrounding the gear selector.

I contacted the dealership the following day, 7 March 2026, and put all of theseproblems in writing. I explained that I had lost confidence in the vehicle and formally raised my concerns.

The vehicle was returned to the dealership and remained there for over a week. I was provided with a courtesy vehicle during this period.

Unfortunately, the problems continued.
On 11 April, I reported further warning lights, including a check vehicle warning and an intermittent red flashing light.

There were also repeated tyre pressure problems.

Another issue developed with the driver's side door/window area. There was a persistent noise inside the cabin, particularly at higher speeds and in windy conditions, which sounded as though outside air was entering around the door or window. The vehicle was kept by the dealership for approximately another week and work was carried out, but the noise continued.

More concerning:
On three separate occasions, after stopping in traffic, I attempted to pull away and the vehicle would not move. A message appeared telling me to select Park. I selected Park and then Drive again, but the vehicle still would not move. I had to switch the ignition completely off and restart the vehicle before it would drive again.

This happened three separate times and was particularly concerning because I have my two young children in the vehicle.

The dealership instructed me to contact the RAC, which I did. The RAC inspected the vehicle and produced a diagnostic report containing multiple intermittent fault codes. These included faults relating to the flywheel, starter motor relay, brake pedal switch circuit, automatic transmission control unit communication, Vehicle Dynamic Control communication, seat belt warning circuitry and several other electrical and telematics systems.
The RAC report also referred to an intermittent stop/start issue and poor running and recommended dealer diagnosis.

I took the vehicle back to the dealership on 4 September 2026, where it has remained while I have been trying to resolve the situation.

I have repeatedly explained that I no longer have confidence in the vehicle and that I want the matter resolved rather than continuing with repeated repairs and visits to the dealership.

I have also contacted the finance company and Renault Customer Service.

There was then further confusion regarding changing the vehicle.

I was told by Renault Customer Service that the dealership was willing to offer a replacement vehicle. When I contacted the dealership to confirm this in writing, I was told that it was not a replacement vehicle but a part exchange.
I have never agreed to part exchange the vehicle or enter into another purchase or finance arrangement.

There has also been considerable confusion regarding the loan vehicle.

I have never refused to return it. On 21 September at approximately 6:40pm, I emailed the dealership and told them that they could collect the loan vehicle on Saturday 26 September. I explained that I needed the vehicle during the week to take my children to school and needed time to arrange alternative transport.

I have screenshots of this correspondence.

The dealership did not respond to that part of my email at the time and continued asking when I would return the vehicle.

I am not preventing collection. However, I do not consider it reasonable for me to drive over an hour and 40 minutes to the dealership with my two young children simply to return a loan vehicle when collection can be arranged.

This situation has had a significant impact on my family. My children's school is approximately 45 minutes away each way by car. By public transport, the journey is approximately 2 hours and 20 minutes, creating substantial additional inconvenience.

I have had to deal with repeated vehicle problems, periods where the vehicle has been back with the dealership, arranging alternative transport, correspondence with different parties and the financial impact of the situation.

I have kept copies of my emails, photographs, videos, diagnostic information and other correspondence throughout.

I do not recommend purchasing from this dealership. Awful experience and even worse service.

Tried calling to book a MOT / Service, but 23 minutes on hold, and nobody could be bothered to talk to me. Will arrange MOT elsewhere, and when finance is up, will return the car, and but from someone who can be bothered to help with Servicing. 2 years of problems arranging a service

Brilliant service from Laura at Toomey Renault Basildon. She was friendly, knowledgeable, and made the whole process quick and stress‑free. Great communication throughout and genuinely helpful from start to finish. Highly recommended!

Had a recall on my car and sadly had a small issue at pickup. Caitlin managed to sort me out a courtesy car even though it was past closing which was very kind of them.

Much more organised than the other Renault servicing in the area. Will be happy to come back again

Well done to the girls at Renault Basildon service department, they made my service appointment with them the other week run so smoothly, kept me updated the whole time could not fault a single part of the process, will definitely be returning next year.

The service I get from Toomey Renault is fantastic, the two ladies at the service reception are amazing and they are always willing to help you , the sales people are very friendly and knowledgeable and you feel very welcome when you walk in,

What a credit to ur company is caitlin she is the only reason I ever return to ur company and use ur service department

My service was very good, and reception was so friendly would definitely recommend!!

Just had my car Mot done, super quick service and friendly.
Been using Renault Basildon for past 2 years
Can’t fault them.

A great experience as always at Toomey Basildon. This is the second Clio I have bought from this dealer and Steve Moros always takes time to explain everything in detail. Even after he has made the sale he is very helpful in going through all of the gadgets and devices to ensure I am aware of everything the car has to offer. I will continue to recommend him to my friends as someone to trust with their money!

Great service team! Thank you

Very happy with the service today, caitlin served me and I have to say she is very professional and polite I was made welcome and kept informed on the works to my vehicle, 100% I would recommend Toomy basildon and the customer service is 2nd to none,
Thank you very much,
Mark Pulham.

Had an issue with my new Clio, the ladies on the desk were so nice and welcoming. My car was fixed the same day and is as good as new

Great customer service. Very knowledgeable staff.

Fast and efficient service again from Toomey Renault After sales team. Was kept informed throughout the day with the progress of my repair. The vehicle was complete on the time agreed.

Had a service today, was completed promptly, the staff are very friendly and helpful, I would definitely recommend this branch for anything needed.

Caitlyn was really welcoming and friendly. The courtesy car was ready and the service was really well organised. Everything went smoothly!

Marvellous staff, so pleasant to deal with, also great communication as well, (very important)... even though it took some time to complete the work, was offered a courtesy car, and that was very much appreciated. I really cant praise all of them highly enough.
Paul Tuck.

The staff at Renault Toomey Basildon are fantastic. Caitlin Purbrick is very welcoming and her customer service is always 100%