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Reynolds Motor Group
456 Sutton Road, Southend - on - Sea, SS2 5EZ
Reynolds Motor Group
456 Sutton Road, Southend - on - Sea, SS2 5EZ
I rarely leave negative reviews, but I feel it’s important to share my experience with the Southend Branch. Firstly, I want to make it clear that Jesse has been phenomenal throughout this entire process. His customer service has been, and continues to be, fantastic. He has always been professional, helpful, communicative and genuinely tried to assist. He is a real credit to Reynolds Motor Group. Unfortunately, my experience with the rest of the business has been the complete opposite. I purchased a vehicle with a faulty daytime running light, which I was later told by Ron should never have been sold to me in that condition. To be fair, Reynolds Motor Group did attempt to repair the fault. However, they were unable to obtain the required part. After my vehicle had been with them for around a week, I asked for it to be returned as there was still no timescale for the repair. Reynolds agreed and confirmed in writing that they would contact me as soon as the part became available because they didn’t know how long it would take to source it. That contact never came. Instead, I have had to repeatedly chase for updates. I have emailed on 6 January, 14 January (twice), 14 February, 8 April, 27 May, 21 June, and again today. These emails have been sent to Ron, Grant and Ben, yet I have received no response whatsoever. If the company has decided not to repair the light, despite agreeing in writing that they would contact me when the part became available, then that’s their decision, but the least they could do is tell me. Completely ignoring a customer for months is simply unacceptable. We are now nine months on from purchasing the vehicle, and I am still driving it with the original unresolved fault and without any meaningful communication from the management team. The handling of this issue has been incredibly disappointing and falls well below the level of customer service I would expect from a motor dealership. Once again, I cannot fault Jesse. He has done everything he can and has remained excellent throughout. Sadly, his efforts have been overshadowed by the lack of communication and accountability from the rest of the management team. I sincerely hope someone at Reynolds Motor Group finally takes ownership of this issue and responds.
Nissan Juke 2015. Jesse was wonderful as a salesman, unfortunately after 3 weeks the vehicle developed a fault and kept going into "limp" mode over the course of 6 months multiple trips to their garage for 3 days at a time the vehicle was never repaired, after taking it to Toomey Nissan they checked the vehicle over and found the injectors to be at fault (which had been the first fault code on their diagnostic computer) they refused to check injectors and allegedly replaced everything except them. After finding this out I asked for full, partial refund or anything and point blank was refused by the company owner (Chris). I checked with the Motor Ombudsman and found out they are not part of it and so I had no recourse through them, after asking them to either join or have some form of mediation they stopped responding to any communication at which point I had to assume the expense of the repairs. Despite informing them of the issue within the first month of ownership they did absolutely nothing except keep my car for multiple days without even a replacement car on multiple occasions. I found out after this issue I could have asked for a full refund at the time of the first issue under UK law but having only just returned to the UK after a stint abroad I was unaware of my rights at the time, caveat emptor.
I would like to give a massive shout out to Lee at Reynolds Motor Group Basildon who i delt with purchasing my car, I couldn't get to view the car and Lee done everything he could ie pictures videos and answered all my queries and nothing wasnt to much trouble for Lee to do, So from start to finish of the deal ran smoothly and I was updated all the time upon the arrival of the car to my home address, I would definitely recommend Reynolds Motor Group to anyone who wants to purchase a vehicle and definitely a 5 star plus ( And im very pleased with my new car )
Dealt with Lee from start to finish who was a pleasure to talk to and is a credit to RMG Basildon. Purchased the vehicle remotely and Lee sent plenty of videos and photos of the vehicle. A tear was found in the leather seat and this was repaired and the passenger seat was new on arrival. On arrival noticed some issues with the condition of the tyres and another tear in a rear leather seat. Lee was fantastic and dealt with these swiftly. I had the seat repaired and the tyres changed and Lee and the guys at RMG Basildon sent the funds over to reimburse me swiftly. A great experience buying a car from RMG and even better being able to do it all remotely AND have the vehicle delivered. Thanks for everything Lee, you've been great.
Kindly note that the vehicles provided by Reynolds do not meet expected safety standards. While multiple assurances are made at the time of sale, the after-sales service and support are highly unsatisfactory. As the team is now launching a new variant, Duster, in the market, I would like to highlight that my experience with them has been extremely poor. Therefore, it is advised to carefully consider these factors before proceeding with the purchase. My vehicle met with an accident on 20th March due to a tyre burst in a new car. It has been 10 days, and the repair work has not even started yet. Therefore, please consider all these factors before purchasing a vehicle from this company, as they provide no support after the sale.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
