To whom it may concern,I am writing to share feedback from my visit today and to raise a formal complaint regarding the service experience.My vehicle, FM21 XPD, was booked in for a major service at 12:00 with an expected two-hour waiting time. Upon arrival, I was assisted by Zara, who was extremely helpful. I had several questions about my service plan, as my partner previously managed the vehicle, and I am now taking a more active role in understanding its maintenance. Zara explained the benefits of switching to an “All-In” service plan in December 2025, including extended warranty and additional servicing. I felt well-informed and reassured, and she advised the service would take approximately 2.5 hours.However, after receiving the Vehicle Health Check Report, I had waited over three hours without any further communication. Eventually, John approached me to discuss the vehicle, but did not acknowledge the extended wait time.The report flagged a ‘Red – Urgent’ issue requiring attention. John informed me that the repair would take several days and would need to be booked separately. He stated the vehicle would have to be brought back, that a hire car would cost £25 per day, despite signage in the waiting area offering taxi or pick-up services, which were apparently unavailable.I explained that I am currently 35 weeks pregnant, live an hour away, and have a three-year-old who requires daily nursery transport. I expressed concern and said, “This is hard,” while trying to consider next steps. John responded with, “Life is hard,” and “It’s how you frame things and your outlook.” I found these comments extremely patronising and inappropriate to receive as a customer.When I asked whether the repair was covered under my service plan, he said it would be if it fell within the warranty. I requested if he could confirm my warranty expiry date, and he initially replied, “Not very easily.” I suggested I speak with Zara again, but he then checked and confirmed the warranty expires on 15th October 2025. I asked to book the repair as soon as possible to avoid being charged £225.60 after the warranty expired. He offered 6th November, stating it would still be covered as the fault was identified during the service.At this point, communication had broken down. I did not feel comfortable reiterating that 6th November is the week of my due date, and that I need the vehicle for hospital visits, transporting a newborn, and installing car seats. A two-hour round trip and managing vehicle drop-offs during this time is simply not feasible. I understand these personal circumstances may not be his concern, but I was disappointed that he showed no empathy whatsoever.Before concluding, John asked if I wanted the car washed. I did, and hoped this could be expedited given the delay. I asked how long it would take, and he said 40 minutes—so unfortunately, this was not achieved either.I would appreciate your view on whether this constitutes appropriate customer service. I had intended to extend my plan for another two years, but this experience has left me reconsidering.Additionally, I would be grateful if you could clarify:• Can the repair appointment be postponed until January or February 2026 and still be covered under the warranty?• Is a pick-up service available for customers in my situation?•Thank you for your time and attention. I look forward to your response.Kind regards,Sarah Marley

Rob and Paul were very attentive to my requests.

If you're looking for a trustworthy, professional, and friendly car buying experience, I highly recommend working with Jacob Tickner. He really knows his stuff—not just the vehicles, but more importantly, the numbers. He was upfront, transparent, and made sure everything made sense from a cost perspective.Jacob made the entire process smooth and stress-free. You can tell he genuinely wants to help you find the right car. I couldn’t be happier with the experience!

Friendly and helpful service, but we had to wait some time for the test drive, despite having booked ahead, and had to cancel a meeting as a result.

from turning up without an appointment, which was not a problem at all, a test drive and then looking at our options with Jason on a Sunday; we'd transferred funds and signed a contract by th eTuesday and picked the car up on a Friday. All excellent and really helpful and quick responses from Jason

I don’t think I will look to lookers Skoda in Guildford again I gave my car in for service and it needed some wiring repair and it took more than 2 weeks for the car to be ready and when I finally was told it was ready to pick up I went and paid for the cost of repair and drove round around the corner a battery light fault came on so now it is back in their dealership and has been with them for three weeks and I have had no up date from them

Great communications.

Great service and pleasant opererativeand very informative, pleasure to do business with

The sales man I dealt with was friendly not pushy and really listen to what I wanted and spend time finding me the car I wanted, I would have given 5 stars but calls not always returned and had to chase a few things but I understand they busy and he may not got every message I left but I certainly recommend people to take a look at site/visit

Staff are excellent. Jasmine brilliant