Lina U

Rayleigh Toyota

My experience with Steven Eagell Toyota Rayleigh has been extremely disappointing. I took my Toyota Yaris Cross in because the front 360° camera had stopped working. During my visit, I was told that the fault was due to damage to the front camera, and I was left with the impression that I was being held responsible. I was also told there appeared to be previous repair work to the bonnet, despite no evidence or photographs being provided to support this conclusion. I later obtained a second opinion from Steven Eagell Toyota Romford. Their initial assessment recorded no physical damage and identified an electrical fault requiring further investigation. After several visits, Toyota Romford ultimately replaced both the front camera and the camera ECU, calibrated the system, and confirmed that all cameras were working again. The process took weeks to resolve, involved conflicting diagnoses, delays in communication, and significant inconvenience. During this time, I had £850 taken from my account pending the warranty decision, and my vehicle remained unrepaired while I waited for parts. What disappointed me most was not just the delay, but the way I was treated at Rayleigh. I did not feel that my concerns were listened to, and after raising my complaint, I was informed that they would not carry out any further work on my vehicle. Despite this, I later received a customer satisfaction call from Rayleigh asking whether I was happy with the service while my complaint was still ongoing and the repair had not even been completed. I would like to thank the team at Toyota Romford for continuing to investigate the issue until it was resolved. Their persistence resulted in the replacement of the camera and ECU, and my 360° camera system is now working correctly. I hope Steven Eagell Toyota Rayleigh reflects on how this case was handled. Customers deserve clear technical explanations, evidence to support diagnoses, respectful communication, and consistent customer service.