Brayleys Cars - Brayley Honda Leatherhead Avis 

I bought a new Honda Jazz Crosstar from Brayleys in April 2023. A brilliant car but it developed a creaking sound from the back. I suspect it's not serious but thought it should be checked out and didn't want to wait until the car's first service in April 2024. I was hoping that I could go to Brayleys informally (ie without a formal appointment) but just so that their mechanic could say what they thought was the cause of the noise and whether or not it was all right to leave any work to the next service. If the work couldn't wait or it required further investigation, I would have booked the car in in the usual way - I wasn't expecting to jump the queue. This proved impossible. I was told I had to make an appointment so that they could make a thorough examination for which there would be a charge. This was Brayley's Ewell branch. I decided to try their Leatherhead branch but was met with the same reaction. When I (reluctantly) agreed to an appointment, there then arose difficulties in booking because they were unable to arrange collection or a loan car. So, Brayleys were insisting that I leave the car with them but it was up to customer to sort out how he was going to get to/from the garage. Finally, they suggested I have a "waiting appointment" ie I waited while someone inspected the car. This sounded suspiciously like what I had asked for in the first place! I went to Brayleys, Leatherhead yesterday. I never met the mechanic who tested the car. I was simply passed a message via the receptionist that the car had been inspected and "there was no noise". When I queried this, the receptionist simply repeated that the mechanic had said that there was no noise. When I asked to speak to the mechanic this was resisted on the grounds that "he was involved on an MOT and it would take him at least an hour".
I have gone into some detail because there is more than one problem with the whole experience. First, the impression is created that 1. the people at Brayleys regarded the whole thing as too trivial to be worth taking seriously and 2. the priority is to protect the people at Brayleys rather than trying to satisfy the customer. The situation yesterday was particularly astonishing. I am the customer and should have been given the opportunity to discuss the issue with the professional whose conclusion differed from mine but it was quite clear that this was going to be resisted. Second,there seems to be no "give" in the system; I appreciate that the mechanics can be under pressure but so can the customer (remember them?) and the system should be flexible enough to allow the customer to take informal advice when the need arises.
Finally, Brayleys need to sort out the situation with their service of picking up and dropping off of customers' cars. This is an important issue - I wouldn't have bought the car if I thought that there would be any doubt about this service being available.

Really lovely helpful reception staff! And an excellent expert in the workshop who repaired my tyre :).

The Whole experience of having my first service could not have been easier. Orla Clarke, your After Sales Supervisor could not have been more helpful. There was a courtesy car waiting for me and she telephoned me when the service was completed. The car had been valeted and all work was done correctly. Well done.
Jim Begley

Excellent service. Vehicle ready to go on time. As every time. Very pleased

The sales team were welcoming, polite and helpful. The sales manager listened to my requirements and made the experience smooth-running, including allowing time for me to familiarise myself with inside of the car before the test drive and after.
The sales assistant gave me a useful handover on the day of purchase, a couple of days later.

Excellent service. Very helpful, friendly staff that got my car back on the road within 24 hours of my call to book my car in for repair.

The staff were friendly and professional. The appointment for MOT took place without a hitch.

Very friendly reception and carried out the service efficiently. Phoned to tell me about specific problems and any additional charges.

Always very helpful and efficient.The service and MOT was completed to a very high standard. The courteous and reassuring team make it easy to
choose Honda Leatherhead each year, knowing that there would be a guaranteed excellent outcome.

They sent a reminder in good time, booking was done conveniently online and then a follow up phone call.
A reminder was sent when the car was due to go in.
A courteous and polite reception when car was dropped off, a phone call from them with an update, and another call to say car was ready to pick up.
Explanation on all work that was carried out.
Excellent service through out.

I.ve been a customer of this dealership ,since I brought my Jazz there 13 years ago. they have always given me a great service, and very good customer care. I would recommend.

I booked my car in for your £20 winter check.
I got an appointment very quickly.
The actual check was done very efficiently
Rita, one of your receptionists, helped me sort out a Sat Nav problem and told me how to update my maps.
Very friendly and efficient service
Thank you

When I received a re-call for my Honda Jazz, Brayleys arranged for it to be collected and then returned to me after the work was carried out. They even washed the car and cleaned the interior. All free-of-charge.

We sold a Honda to Brayley’s today. Sales team extremely friendly and helpful, Clarence and George couldn’t have made it easier . Thank you. Can highly recommend them . (Leatherhead branch)

I was kept informed of the progress of my vehicle service by phone and the work was completed promptly. I had a few questions and Tina was very helpful in trying to obtain the answers for me.

Quick turnaround and professional and friendly service

Friendly, personal service and sound work in the actual mechanics department. Thank you Leatherhead Honda!

Took car in for service and MOT. The staff were as polite, helpful and efficient as they always have been over the 10 years that we've been using them.

Very efficient annual service on my car, only downside that the company no longer offers pick up of your car for free as they now charge £20.

Rude and pushy sales staff experience. Not sure whether all of them are like this but the particular individual I spoke to was very blunt and not helpful at all. Definitely pushed away a potential customer