Steven Eagell Toyota Anmeldelser 

From a loyal customer to a deeply disappointed one – Steven Eagell Toyota has lost my trust

There was a time when the word Toyota meant trust, reliability and confidence. Those are precisely the reasons many of us buy Toyota vehicles and continue returning to authorised Toyota dealerships.

Unfortunately, my recent experience with Steven Eagell Toyota has left me extremely disappointed and has seriously undermined that trust.

I purchased my 2022 Yaris Cross from Steven Eagell Toyota and have remained a loyal customer since. I regularly service the vehicle through Toyota, have a service and MOT plan, and despite now living in Coventry I have continued travelling back to Steven Eagell for my vehicle's needs.

During a recent vehicle check I was advised that my tyres required replacement. I contacted the dealership and specifically enquired about Continental EcoContact 6 tyres in size 215/55 R17. I was quoted £108 per tyre.

On the strength of that quotation, I accepted the price and booked the vehicle in.

I then travelled approximately 35 miles to the dealership, expecting the Continental tyres that had been discussed and quoted.

Only when I arrived was I told that the £108 quotation was actually for Nexen tyres.

I was astonished.

This was not a situation where I had misunderstood a casual telephone conversation. I have the email correspondence and booking evidence relating to what I was originally quoted.

What followed was, in my view, an unconvincing explanation for how this had happened. Whatever the internal reason may have been, from the customer's perspective the position is remarkably simple: I asked about a specific Continental tyre, I was given a price, I accepted that price, a booking was made, and I travelled 35 miles on that basis. On arrival, I was told something materially different.

I left without having the work carried out, having wasted my journey and my time.

But the biggest loss here is not fuel or time. It is trust.

A customer should be able to rely on a written quotation from a main Toyota dealership without wondering whether the product or price will suddenly change when they arrive.

I have supported this dealership with my business since purchasing the vehicle and continued coming back even after moving further away. Experiences like this make customers wonder what value that loyalty actually has.

I am genuinely saddened to write this because I have always associated Toyota with exceptionally high standards. In my experience on this occasion, the dealership experience fell far below what I would expect from a business representing the Toyota brand.

I would therefore advise other customers dealing with Steven Eagell Toyota to obtain the exact tyre/product specification, brand and final price in writing and reconfirm everything before travelling to the dealership.

I hope senior management at Steven Eagell Toyota takes feedback like this seriously. I would much rather see the dealership acknowledge what went wrong, improve its processes and rebuild customer confidence than see other customers have the same experience.

Reliability is not only about the car. It should also apply to the word of the dealership selling and maintaining it.

On this occasion, regrettably, Steven Eagell Toyota has lost my trust.

During servicing and MOT, I was told that Front suspension O/S/F & N/S/F are worn so adviced me to bring my car so I took my car to garage but they broke my car bolt during taking off wheel and told me they need expert to fix it and I ended off without vehile for next 3 and half days. When I went to collect my car technician left tools, bolts, washer and cover of car under neath, really careless, incompetent people, no trust any more.

Cannot trust Toyota Approved vehicles. They are not checking whether the vehicle is suitable to drive on the road. Found it when trying to do an Insurance claim. They said the vehicle was previously damaged and cannot go forward with the insurance claim and the Steven Eagell admitted it saying they are not checking everything and they are not liable with the previous owner's damages even though the vehicle is TOYOTA APPROVED one. Really disappointed.

I bought 2 cars from them. First one had an oil leak on the next day but they changed it for another one. 2nd one 22 plate bought at 8k miles only now has issues after 2 years only and they are refusing to fix. I can now see they covered up the issue but refusong to admit. Something definitely not right. Very very poor better buy off elsewhere. Zero stars. On one service they did not top up the coolant which low as well. I think they did not carry out service as the logbook was not even stamped.

Hello,
On 31st March 2026,we received our used car from Steven Eagell Toyota Worcester through a quick process. Our happiness didn't last long when we noticed some issues with the back side wipper and back door beeding. We contacted the showroom, and the issues were resolved.
Again, on the last week of June, we noticed more major issues with brake and severe leak in the coolant. The road assistant was surprised that the damage was not alarmed or not shown on the screen.
We raised our concerns with the showroom manager, but he kept going on about his wife's new car issues. We felt that he didn't take the situation seriously. Moreover, he said whether it's a new or used car, will get problems, and our mechanic will always fix it. Thanks to his sincere words, but that moment, we lost our trust with Toyota brand name, and we realised no value for customers' money.As the manager promised, all the major issues were solved, and we received our car back on the 22nd of July.

Unfortunately, now we are facing a new problem. The car boot is not closing, and as per the road assistant, the sensor is not working. Hopefully, the Toyota showroom mechanic will fix it, and I am not sure what the next problem is to come.
Thank you.

Disgusting, promise a car finance deal with £250 deposit, then change to £2000! Promise a car on Wednesday, now no car. What a scam. Don't trust. Shame were using this company for 9 years. No more

Really excellent service with free coffee and very caring staff. A truly brilliant experience.

I had the pleasure of buying a car at Toyota Cambridge, however this was very dampened, when I enquired about the car it was advertised with 3500 miles, when I collected the car it was closer to 5500 miles!
I was told if I wanted the car I would have to pay£500 deposit in which I did, the next day they asked me for another £500 in order to guarantee that would definitely have full retainership!
So I was invited to test the car out and take it for a drive, I noticed the the two front wheels had alloy damage, they said they would repair them, in which they did, the tyre on the front nearside was damaged, I was assured this would be looked at in which it was, the car had not been cleaned for my visit at all!
So following on I paid all the monies for the deposit, after been told I could only put £10,000 pounds down not sure why as I wanted to pay more and couldn’t!
I collected the car on the 11th of July, then drove the car home, only to notice the front wheel on the near side was pulling to the left, I had this looked at and it was found to be buckled and the tyre was wearing on the outer rim, upon further investigation of the wheel it was found to be damaged on the inner side off the wheel, I had to have the buckle worked on and a new tyre was fitted! I was also told that The car would have a service I believe this was not done either, thus I now have a service due in October? This was odd as the car was supposed to be serviced as I was told it would be!
Now cap to it of I had a rattle coming from the nearside front screen pillar, this has been trace to the clips had been broken when the front dash cam was fitted, I have now replaced the clips, also the rear dash cam was fitted, however when it was installed the cable was taken through the rear panel on the tail gate, they made the hole in the panel with a hacksaw making it very unsightly, this has now been replaced!! Other than the above the car is nice, but after paying for a car with the value of £30k+ I was expecting better from a car that was under six months old! Not happy at all!

Took my car in for a service and MOT. Service was amazing and efficient. All staff from senior level onwards were really helpful and friendly. Would definitely recommend to anyone interested in opening a plan.

I purchased a Range Rover from them under the impression that I was dealing with a reputable dealership that stood behind the vehicles it sold. Unfortunately, that confidence quickly disappeared. Just a few months after purchasing the vehicle, the engine management warning light appeared, and that's when the real problems began.
Instead of taking ownership of the issue and working towards repairing the vehicle, I felt that the dealership's priority was simply to sell me another car. Rather than resolving the fault, I was encouraged to spend even more money on a replacement vehicle that actually had lower specifications than the one I had already purchased. I found that completely unacceptable.
What has disappointed me even more is the complete lack of customer care. I submitted a formal complaint and expected at least the courtesy of a meaningful response. Instead, I have been met with silence and a complete lack of accountability.
What makes this experience even more disappointing is that I have been a loyal Steven Eagell customer for over seven years, purchasing six vehicles from the group (four Toyotas, one Volvo and this Range Rover). I genuinely believed loyalty counted for something. Clearly, once a problem arises after the sale, it doesn't.
I expected far better from a dealership representing premium brands. Instead of standing behind the vehicle they sold, I have been left to fight for a fair resolution while my concerns have been ignored.
As things stand, I have been forced to escalate my complaint to Toyota Financial Services and am preparing to pursue every available legal avenue, including relying on my rights under the Consumer Rights Act 2015 if necessary.
Buying a car should give you confidence and peace of mind. My experience with Lexus Cambridge has been the exact opposite. Based on my personal experience, I cannot recommend this dealership, and I would strongly advise anyone considering buying a vehicle from them to think very carefully about the level of after-sales support they may receive if something goes wrong.

After a harrowing experience which happened on the 5th July and my tyre blew, I called Steven Eagel, the garage that I got my mobility car from as there were no details inside the car to call mobility. It was a hot day, my mobile was overheating and I desperately needed to get back home to my therapy dog in acute kidney failure. I was in Brighton and needed to get over 13.7 miles back home. I called the garage and had the phone slammed down on me. I was left stranded with no way to get home. I have since raised this very serious issue with Steven Eagel who have fobbed me off by saying I now need to call mobility. If, like me, you have unseen disabilities you will understand the severity of my situation. I would never get another car from Steven Eagel as a mobility customer and I would not recommend them to anyone. The customer service was atrocious and non existent as was the total lack of service. -12 out of 10

In response to the reply asking me to send my complaint into Steven Eagel. I did. I even sent to the MD and CEO.

Here was their fob off response:

Thank you for your email.

I am sorry that you feel ignored, as that was certainly never my intention.

Following our telephone conversation, I took away the actions we discussed. I apologised for the experience you had when contacting our Horsham dealership and, as I explained, whilst the tyre itself falls under the Motability Scheme, I would contact Motability on your behalf to understand whether there was any flexibility given the circumstances you found yourself in.

Rather than asking you to contact them immediately, I asked my Aftersales Manager, Steve, to speak with Motability first. He did so, and my previous email was simply to update you on the response we received. I appreciate that this was not the outcome either of us had hoped for.

I also want to reassure you that I have not overlooked your concerns regarding the telephone call with our dealership. They remain an important part of your complaint. As I said during our conversation, I am investigating what happened and reviewing the way your call was handled. I fully understand that your complaint is not about Motability, but about the service you received when you contacted Steven Eagell Horsham whilst in a vulnerable and distressing situation.

I recognise that you feel we should reimburse the cost of the tyre because of your experience with our dealership. I have given this careful consideration. However, I must also act within the responsibilities of the dealership. As the tyre replacement is provided for within the Motability Scheme, I am not in a position to authorise Steven Eagell to reimburse that cost.

I appreciate that this is disappointing, and I understand you will not agree with my decision. However, I do not want to give you false expectations by suggesting that I can offer a resolution that sits outside my authority.

Please be assured that your feedback regarding the way your call was handled has been taken seriously. Whatever the outcome of my investigation, I expect our team to treat every customer with professionalism, empathy and respect, particularly where a customer is clearly distressed or vulnerable. I will ensure that the findings from this complaint are addressed appropriately within the dealership.

Thank you again for taking the time to raise your concerns with me and for speaking with me so openly. Whilst I appreciate we have not reached the outcome you were hoping for, I hope you can see that I have taken your complaint seriously and have personally investigated the matters that were within my control.

I continue to wish you and Angel all the very best.

Kind regards,


General Manager
Steven Eagell Group Gatwick

The Drive, Gatwick Road
Gatwick
West Sussex
RH10 9AN
T: 01293 220250

Award winning dealer group, dedicated to complete customer satisfaction.

DON'T YOU JUST LOVE THE 'DEDICATED TO CUSTOMER SATISFACTION' yet fobbed off to make another call and go through all this again to mobility who I was warned would not reimburse me either.

Agent is not transparent on a car issues buying 2nd on this car dealer I will not advice not to deal with Toyota st. Albans once they got your money they don't care anymore they give you a car like in a junk yard

booked a test drive 16/7 at 1pm for 4pm same day, turned up and after 20 mins of waiting was told by Receptionist due to sickness and staff levels they couldn't do it (not sure why they booked us in 3 hours earlier) she had spent our waiting time sitting at her desk on her phone in the drawer, she took our details to call us to rearrange in the week, no one did. We called Thursday spoke to Ahmed who booked us in for 11am today with himself, turned up again, we were checked in and ignored for 30 minutes - we walked out, we wanted to buy a car but the service was so shocking and unprofessional we will go elsewhere

I wouldn't even give one star.. one of worst days ever.. im new to this buying a new ish car so threw myself at mercy of what I thought was a trusted dealer. Saw the dream car I wanted a yaris gr4. Spoke to Phil/dil. He sent me a lovely video of car and I arranged a test drive today. Drove 300 mile round trip with a grand in cash to secure car. Got to dealership, was sidelined lime a second class citizen which made me realise something was wrong. Waited 15 minutes for a junior staff member to be wheeled out to tell me the car had been sold! Disgusting. No email no phone call nothing

First class service from Roki, very patient in explaining all services and display controls. Very professional in all areas. Thanku

Presentation of car was lovely and service from staff was professional and nice sales man Gary went above my need so thank you Gary and all the nice team .And thank you to Steven Eagell Brettell Lane amblecote Stourbridge for a lovely safety features and a lovely car thankyou.

I’ve always used Steven Eagell Toyota Wolverhampton. I have been a customer since 2002 and have always been treated courteously and honestly by the Wolverhampton staff. The experience of purchasing a vehicle with them has always been pleasant and if anything hasn’t gone quite as it should have, it is rectified immediately and professionally. I would recommend them to family and friends and will definitely carry on using this car company in the future.

Lovely service. Noted all that I wanted and required and went over and above to provide options to meet these
Lovely service stress free and calm. Lady on reception was lovely offering drinks and advising on how long he would be. Was made to feel very welcome and valued
Keep up the good service. This is such a pleasure not too much of it about resulting in sale. Love the Yaris cross in grey

Awful customer service.

Paid a deposit and when I came to view it wasn’t as described (lots of damage inside and on boot from dog scratches that wasn’t mentioned, wheels a lot worse than mentioned). When I tried to test drive the car didn’t start (car was advertised at just under £11k and they knew I was coming). I asked for my deposit back at 10.30 Monday. Despite sending multiple emails and having one assuring it was processed it is now 4 working days later and still no refund.

This was the Tunbridge wells branch.