Norton Way Group Avis 5 742

This is being written on the behalf of Gary Mckirdy. We recently had a disappointing experience with Honda Chiswick following an incident involving a member of their staff driving away without paying for fuel which they had agreed to purchase after we bought a car off them, which caused us both inconvenience and concern.

We received a response from the garage stating that they would cover the cost of the unpaid fuel incurred by their staff member and offered an apology. While we appreciate that the dealership has agreed to reimburse the £50.20, we find the overall level of aftercare lacking.
Given the seriousness of the situation, we expected a more proactive and customer-focused response, including a meaningful goodwill gesture to acknowledge the inconvenience caused.

We then contacted Mr. McDonald to ask why no goodwill gesture had been offered. He explained that he had discussed the matter with Mr. Ragudhas, and they both felt that an apology was sufficient.

We asked whether there was anyone more senior we could speak to, but Mr. McDonald informed us that there was not. Unfortunately, no such gesture has been offered, which leaves us feeling that the issue has not been taken as seriously as it should have been. Reimbursement alone does not fully address the poor customer service or the impact of the incident.

Overall, this experience has left us disappointed, and we would urge the dealership to reflect on how they handle customer concerns in situations like this.

Come in for my MOT, only to have the most stressful two hours with a member of staff ‘Shannon’ who was very abrupt and lacking knowledge of my intelligent warranty plan, intelligent choice MOT plan and wanted to charge me £180 for a diagnostic test, when my plan already entitles me to £750 of MOT failure repairs. Havi g to argue the fact of what you have is an absolute disgrace!! And when brought to the attention of ‘Shannon’ not even an opology.. just raised her eyes and walked away. The fact that Nissan has been taken over by another company and have not transferred any customer paperwork over is absolutely diabolical. Be aware that you know what you are exactly entitled to because I nearly got lumped with a £250 bill today with no apology!!

have purchased two Honda Gold Wings from Honda Chiswick over 12 years, and I have relied on their service department completely. After my most recent visit, I discovered that the tracker on my bike was never reconnected. Upon investigation, it was clear that the engineer's negligence left the tracker offline, rendering my insurance void. Had the bike been stolen or if I had been in an accident, I would have had no coverage. This is not a minor oversight—this is gross negligence. I will never return to Honda Chiswick, and I strongly urge others to avoid them for their own safety and peace of mind.

Edit update: after emailing the team with a complaint. The book was found at the service centre.
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I'm not sure what has happened to the servicing at Chiswick. We have always bought our cars here for service and MOT.

This time we bought our car in for service and MOT. It was kept for nearly 4 days. No communication as to why.

I phoned them and only then did they tell me it needed extra work done. £1k lighter and now they seem to have lost our service book and have not had the decency to look for it and claimed it was left in the car. It wasn't.

I've rung them twice and they've not called me back even though they said they would look for it.

In the past the MOT and service was done quickly, no high charges and really well managed and good communication.

Shame as never had issues in the past.

Excellent Customer Service!!!
We were assisted by Rey, who was extremely knowledgeable about EV vans and very supportive. He organised test drive within minutes (we haven't make arrangements prior visiting showroom).
Rey was offering sound advice that truly assisted us in our decision-making process. Excellent and professional customer service!!!

The sales team at Letchworth have always been lovely, I’ve been with Peugeot for 20+ years, but due to their poor unhelpful service team, my next car will certainly not be with Peugeot or Norton Way.
Something was draining my battery, the AA had checked it, and 2 garages had done investigations, but nothing could be found so I thought my only solution was to book it in with a “specialist” aka the official Peugeot service team, surely they are Peugeot trained and are the most knowledgeable about the car.
I mentioned to the bookings team that AA said it could be internal light not switching off, one of the garages mentioned it could be something simple like the Bluetooth not disconnecting.
The earliest appointment time was 2 month wait…..
It cost £156, and they couldn’t find anything wrong….i think they spent more time doing a health check and recording a pretty little video.
So I questioned what was part of the battery drain investigation, did they check the Bluetooth? The clock screen? Any fuses draining the battery…

Only to be told…..well, no because that’s a wiring investigation, you’ll need to book another appointment for that….WTF??!!

HOW as a customer am I suppose to know there is a battery drain investigation….and a wiring investigation??!!! At no stage did a member of the team (who may I say are supposed to be highly trained in all things Peugeot) at no stage did someone say “ohh you’ve mentioned the clock losing time, Bluetooth etc…perhaps you need a wiring investigation instead”

I’m now left with a car which needs to be jump started daily.

I’ve never been so upset, confused and angry all at once.
Just remember if you book an appointment with Peugeot service team…..YOU are suppose to know what’s wrong with your car, not them, fuming!

Rio Sawney at GWR Kia was exemplary in his dealings with me from start to finish, throughout the purchase and final handover of my new Kia PV5 Cargo Van.
His communication was second to none, always friendly and helpful, and forever keen to keep me in the picture with timely updates.
There were unfortunate delays in receiving the van, however these were totally out of Rio’s control, the first van ‘damaged in transit’ then second one held at port by Kia UK for 3 weeks before finally being delivered to the dealership! If Rio hadn’t been on their case I think it still may have been there!
Rio and his Manager James Grimes, made every effort to compensate me for the delays, providing a very nice courtesy car for over seven weeks (Kia Sportage), and negotiated some useful extras with Kia UK which was very much appreciated.
Since handover Rio has continued to be helpful and has given me plenty of tips and offers of assistance if needed.
I couldn’t be happier with the service received by him.
The showroom is also first class and the reception staff friendly and welcoming.
I would not hesitate to recommend the dealership, but particularly Rio for his customer focus and communication.

I purchased a Mazda CX30 from Norton in Letchworth and I was very happy with the experience. The approach of all the sales team I encountered - in particular I thought Leigh Chapman was excellent both in terms of the sales and the after-sales customer care.

Our 4th new generation Nissan Juke from Norton Way Nissan Letchworth.

We were dealt with again by Laura and also Hannah. Superb experience once again. On initial order we knew exactly what we wanted and phoned up to let them know we were coming over that afternoon, to our pleasant surprise Laura answered the phone and remembered us from 2 years ago. When we went into the showroom we were greeted by Laura and Hannah. Laura was superb once again. Hannah was friendly, polite and a great personal experience. On handover the car was presented in the showroom, which was a nice touch and as a detailer was much appreciated so I could look at it properly. This dealer really is superb. Thanks Hannah and Laura. Mr and Mrs Simmonds.

Excellent Customer Service!!!
We were assisted by Rio, who was extremely knowledgeable and helpful regarding both the vehicle specifications and the leasing requirements.
Rio went above and beyond, offering sound advice that truly assisted us in our decision-making process. If you are looking to buy or lease a Kia van, we highly recommend seeking out Rio; he is someone you can trust to provide the right guidance. Excellent customer service!!!

Dealt with Daniel Bartley at GWR Kia in Brentford, talked us through everything so thoroughly and professionally.

Rang to enquire about Goldwing. Remi sales guy didn't have much of a clue about bike. Said I'd come testride after weekend found out sold no call nothing could have wasted a morning so not impressed

This Nissan dealership gave me excellent service when I needed help replacing my car written off by a third party I have to say that Berkan moved heaven and earth and came up with a gem of a replacement car for me which was totally suitable for my needs. Well done Berkan and well done Norton Way Nissan.

Over the years, I have bought several cars from this firm. Dawn, who is one of the sales team, has always looked after me. She is first class and really knows how to look after her customers.

Excellent Service at Honda Chiswick – Norton Way Group

I recently had my car repaired at Honda Chiswick and received outstanding customer service throughout the entire process. Mustafa was attentive, professional and took real ownership when additional issues were identified, including arranging an additional courtesy car at no extra cost when the repair took longer than expected.
He also thoughtfully arranged a private workspace for me while I waited, which made a significant difference. During my visit I met the showroom manager, Lee Marzorati, who was welcoming and clearly committed to creating a positive and professional environment for both customers and staff.
Having visited the centre some years ago, I can genuinely say the atmosphere has improved significantly. The team now appear motivated, respectful and customer-focused. My car was returned in excellent condition and I am driving with renewed confidence.
This experience has restored my confidence in Honda and I would not hesitate to return or recommend this centre or the Norton Way Group.

recently had my MOT carried out at Honda Chiswick and wanted to share my experience, particularly highlighting the excellent service provided by technician Mr F Khan and customer service Mustafa

From start to finish, the process was smooth and professional. Mr Khan demonstrated a high level of expertise and attention to detail throughout the MOT inspection. He took the time to ensure everything was thoroughly checked and clearly explained any observations in a way that was easy to understand.

What stood out most was his professionalism and honest approach. It’s reassuring to know your vehicle is being handled by someone knowledgeable and genuinely committed to safety and quality work.

Overall, I’m very satisfied with the service at Honda Chiswick and would highly recommend them

Left 8 messages for services to call me back. Explained to the operator in Manchester ( we live in London) the car is not able to be driven. They apologised but still no call backs . It has been a fortnight, gave up and went to a local garage.
Full service history with Kia , absolutely appauling . I will never buy another Kia again as a result.

Also the AA and my mechanic said the fault on tbe Sorrento was a never event . The pyros went off when i was driving down a road . No collison
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We have a mobilty car, it broke down and peugeot said can't pick it up for months 5 months later car not moved had to rely on others to get my disabled son around. The car had rodent damage due to them not picking up the car, they are now refusing to fix the damage even mobilty are refusing unless we pay we have to do it even tho its not our fault its theirs, there is a reason we call them purshit. The staff are rude snappy and don't care one bit I wouldn't go there again thank god the contract is up next year we are never going there again if I could give them 0 stars I would I would avoid if I was you, we had no sorry or anything. What a joke of a company. I would love them to contact us and say sorry but I dout that will happen. The last word we got from them was asher before he left he said well if you call customer service they might do it as good will gesture, which I said but you did it way will it be a good will gesture, we'll called anyway and they didnt do it anyway.

With thanks to the curse of Friday 13th, I had reason to call Norton Way Nissan, Letchworth this morning. Without hesitation, Ryan from the service department told me to come in within two hours and he would take a look at my car to assess any damage. I am so grateful I didn't have to wait all weekend to find out. Luckily for me it was all good, but thanks to Ryan and his team, I can now relax for the weekend. The service, understanding and care was great. Cant recommend highly enough. THANK YOU!!!

I had a great time and service with a sales gentleman by the name of David! He was very helpful and knowledgeable about all the cars I enquired about on the courtyard. Even though I didnt purchase the car I was looking at David was very helpful and informative through the whole process. He even went as far to send me a video message showing me all angles of the car. Great chap. Good business