Test drove a car.

Zsolt took the time to explain everything clearly so that I did not leave feeling that there were more questions that I wanted to ask.

Excellent.

For service and MOT and discussions regarding a newcar

I didn’t see any of the service department staff-no one came to see me. The lady on reception saw I had been waiting a while and said she thought my car was ready. I was sent an invoice for the service yet I had a service plan. Poor customer service

FORMAL COMPLAINT
Mr R Stander- RAV4- BK22NWE on 23/04/26
I am formally escalating a complaint regarding my experience at Basingstoke Toyota on 23/04/26, which I consider wholly unacceptable.
After travelling from Plymouth (a 6:00am departure) to collect a delayed vehicle, I was presented with a car that had clearly not been properly prepared. The issues included poor cleanliness, visibly damaged window trims, a cracked windscreen discovered within minutes of leaving, and a cracked hybrid badge on the bonnet.
Additionally, I was informed the vehicle had only undergone repairs for a faulty air conditioning system immediately prior to my arrival. This indicates a serious failure in basic pre-delivery standards.
Despite multiple faults being raised, I encountered a complete lack of accountability. I was told no decision could be made regarding repairs to the badge until the General Manager returned from holiday, with no guarantee of resolution. This left me with no confidence in the vehicle or the dealership, forcing me to cancel the purchase.
What is particularly concerning is the conduct of the staff involved. No apology was offered, no ownership was taken, and no meaningful effort was made to resolve the situation or retain a loyal customer. This reflects a systemic issue in both management oversight and customer service culture.
The only exception was Amar, who acted professionally in resolving the administrative aspects of cancellation.
Having previously purchased vehicles from this dealership, and with a longstanding family connection to its past management, this experience is both disappointing and alarming. It raises serious questions about current leadership, standards, and accountability.
I expect this matter to be investigated thoroughly, and I request a formal response outlining what actions will be taken to address these failures.
Yours faithfully,
Robert Stander

Again, service was excellent, Aamer was amazing to deal with again, he’s a credit to your dealership. We love coming to Basingstoke Toyota for the straight non pushy and honest customer service, our 3rd car as a family from you. Thanks again Aamer, we love the car.

It was a good service, for some reason they said they couldn’t find the log book, even though they got my car manual and put it on the passenger seat, which contained the log book ???

Its was fantastic nice place friendly staff and quick response ,and it's wonderful day.

The whole experience was made seamless and stressless by Carl. My only one downside, that had nothing to do with Carl was the policy of a maximum card transaction of £5000. This very nearly caused me a problem, due to waiting for money to move between accounts. Whilst I understand the benefit to group 1, it is not very customers focused. I would have understood if it was £9750 i.e. under the £10000, but did not expect £5000.