Berry Chiswick Hyundai Avis 7

Took delivery of a ioniq5 through Motability scheme as I am disabled. I Never received a proper changeover. Therefore have limited knowledge and understanding of the vehicle. I arranged a two hour appointment to go through this with them. Arranged via the branch manager Phillip. On arrival I was kept waiting an hour. Eventually a new salesman attempted to show me around the car. But his knowledge was limited. Plus he was constantly looking at his watch. Eventually he made his excuses and left promising to have some one call me and book in a further appointment. He also said he would ask service department to call me to book an appointment as he believed the infotainment system was faulty. Despite repeated requests to this branch I have heard nothing in six weeks. This is despite calling Motability and having them intervene. Berrys promised Motability twice that they would call me back. I would advise anyone considering buying or leasing a Hyundai not to bother. The customer service with them is terrible. The vehicle is lovely when it works! But Berry the dealership are absolutely the worst dealership I have dealt with and I have been buying cars for 45 years. Steer clear.

Really poor service and no customer care at all. Been trying to get a replacement ionic 6 for the past 5 months and these guys are simply not interested in selling cars. Clear their management team are ghosts and no one seems to care. Terrible customer care and bad experience dealing with everyone at Hyundai Berry Chiswick branch!

The sales manager here offered me £2500 less than WE BUY ANY CAR, and over £3000 less than CARWOW and MOTORWAY for my trade in..... pure greed.
Whether its a Hyundai or any other car you are after, I would suggest looking for a dealership with more integrity than Berry Chiswick (Brentford) as I have just done.

I had a very disappointing experience with Hyundai Chiswick that reflects a serious lack of communication, organisation, and basic customer service.

When I purchased my car, I was assured that a minor scratch would be quickly repaired. What should have been a simple fix turned into a weeks-long ordeal. I made repeated calls and sent emails trying to get updates, only to be told every time that the responsible staff member was “busy” and would call me back—which never happened.

After escalating the issue to the manager, I was finally given an appointment and brought the car in. I was clearly told the repair would take no more than 2–3 days. Instead, it took over a week, with zero proactive communication. I had to chase daily just to get any information, and even then, no one provided a clear update.

The most frustrating part is that I was consistently told I would receive a callback, which never came. This happened over and over again. Only after pushing further did I finally get told the car was ready—something that could have been communicated days earlier.

Overall, this experience was highly unprofessional and unnecessarily stressful. A lack of accountability and communication like this is unacceptable, especially for such a minor repair.

I would strongly advise others to think twice before relying on their after-sales service.

I had a dreadful experience trying to view a car with these guys.

Very poor communication when trying to arrange a test drive - I explained I was travelling from a fair distance, but they failed to call when promised and had no responses to my calls, leading to a day wasted. In hindsight I should have walked away then, but things only got worse from there...

I did eventually manage to arrange a test drive after putting down a £500 refundable deposit to hold the car. On seeing the car, some pretty big defects were evident (not disclosed on the listing) so I did not go head with the purchase and requested my deposit to be refunded.

That was two months ago.... dozens of calls and emails later they have still not returned my money. I've lost count of the number of times I've been promised a call or email back - literally none of these have ever happened.

I'm at my wits end and am now exploring legal routes to reclaim the money.

If this is how they treat people who are trying to buy a car, I can only imagine what the after sales service is like.

I called up to confirm a part number for my car, and was hit with the line Sorry we don't give out part numbers it is against GDPR. When I explained that GDPR does not apply to parts as parts do not have rights. GDPR only applies to living things, I was then told repeatedly that we do not give out part numbers even when a ask for a legit reason why. I then ask to be put through to a Manager who may be able to explain to me why it is so difficult to confirm a part number with a main dealer. I was then left with a quite phone line for 5 minutes which subsequently I hung the call up.

I purchased a vehicle from Hyundai Chiswick after being assured by staff that the clutch would be replaced and the car fully serviced before collection. The purchase was finalised on 22 July.

Within days, the same clutch fault I raised during the test drive reappeared. As a professional driving instructor, safety is critical for my pupils, and this fault made the car unsuitable for my work. I contacted the dealership immediately (from 1 August) and returned the vehicle on 5 August for inspection. Despite this, the issue was not resolved. On 7 August, I informed the dealership that I wished to return the vehicle.

Under the Consumer Rights Act 2015, a product must be fit for purpose, of satisfactory quality, and safe to use. I was transparent from the outset about my intended use, which makes this a clear case for rejection. Despite this, Hyundai Chiswick refused to accept the return, leaving me no option but to pursue legal action.

Equally concerning was the behaviour of the branch manager, Philip White. During a call with my friend — who was helping me navigate the situation — he repeatedly and mockingly referred to my friend as “your wife.” This was not only irrelevant to the matter at hand, but unprofessional, disrespectful, and made both of us feel uncomfortable. My friend was shocked and deeply disappointed by the tone and attitude displayed.

In summary:

The vehicle was not fit for its stated purpose.

My statutory rights were ignored.

The conduct of the branch manager was unacceptable.

I am now pursuing legal routes to resolve this matter, but I feel it is important to warn other potential customers. Poor service, lack of accountability, and unprofessional behaviour are not what I expected from a major brand like Hyundai.

Iden Ray