At the time of booking the service appointment, it was made clear the car is leased. A 2-hour express appointment (11am-1pm) was booked as an all-day appointment is not practical and the lead time for a courtesy car was too far ahead. Dropping off the vehicle was fine and we were advised the car should be ready in two hours, and if we returned at 2pm (three hours) the job should be completed. However, it transpired that servicing of leased cars cannot commence until authorisation has been granted by the lease company and we were not made aware of this caveat when being offered a 2-hour express slot.By the time we returned around 2pm to collect the car, we found that authorisation took an hour and so the servicing was still be carried out. We had a choice of waiting another hour for the mechanical service to be completed or two hours for the full software update. We opted for the 1-hour slot and had to rebook the car for a follow-up visit in January for the software update. (This time with a courtesy car.)The issue is two-fold: firstly the 2-hour express appointment should not have been offered if consent needs to be sought from the leasing company prior to works commencing. Secondly, we should have been given a courtesy call when this became apparent during the first hour, while waiting for authorisation, saving us a return trip to collect the car only to find works had started and would require a further two hours to complete.Obviously, we will be very aware of this situation in the future, but the booking and service teams should be aware of the implications of offering an express service on a lease car where authorisation is required.That said, we were very impressed with the courtesy and professionalism of Lily at the service desk who did her best to explain the situation, offer her sincere apologies for the oversight/confusion, acknowledge the fact that a courtesy call would have been helpful and she also booked our follow-up appointment in January.

Expensive surgery for my car but well done. The collection wasn't great - mix up as to who had the keys, so I had to go back into the showroom, on getting into the car a clipboard had been left on the passenger seat, so back into the showroom again - I am recovering from heart surgery so didn't need that!

The price charged for 1tyre was extortionateNo excuse for £246.00 . Not at all happy

Helpful staff and prompt & efficient service.

Prompt and courteous service

Great service from the team at Tonbridge. Booking was relatively easy but there was no option to amend the booking e.g. to add an MOT, only change date or cancel. Small point but worth you knowing I feel.

Callum was very helpful and efficient from the start and made the whole process of the sale through to collection easy and stress free. We had previously bought a car from him so was more than happy to deal with him again.

Disappointed that an expensive car has so many ongoing “electrical glitches” and apparently not yet fixed…

I marked the communication 4 because the talk, by the Technician, during the video of the underside of the car was slightly difficult to hear, and I'm not sure if I heard everything correctly.This was a minor blemish in the overall experience.

This is the second recall in as many months, this time I left the car at the dealership for the day and was a bit disappointed it did not get a wash and clean before I returned to collect it